poor service

I received a call on the 23rd of November 2015 that I am due for an upgrade, I was so excited and agreed not knowing that I will regret that. I received that handset but unfortunately there was no sim card inside and the sim card that I am using did not fit in the handset, I then called the call centre and explained the next day I was told that the phone does not come with the sim card I will have to go to the nearest branch for that, or they can courier it for me at a charge of R150 which was never mentioned before. I then went to their branch in Wonderpark and was told that I will have to pay R120 which was again never mentioned before. I have logged 2 complaints already on the 2nd and the 5th of November, no one phoned me and they say it takes 7 day to respond and until today no one called me, when I call they will send me from one person to the other. today 2015/11/24 I spoke to the Manager at Sandton Branch and she said there is nothing she can do I will have to call the call centre. I am so disappointed with the service received as I have been their customer for too long