Contract not opened and money not paid back

I got a new cellphone on 24 January with a new contract( upgrade ). Until now I can not use the phone because the simswop was not done. I phoned and e-mailed the manager Prince, but nothing happens. My daughter bought a new cable from the same shop on the same day, it was wrong, she changed it just after she paid, but she did not get a refund of R 130. She was told that the money must pbe paid into her bank account, but it did not happen. I changed the bank account to mine, after I was told that there was something wrong with her account, still no money was paid back.