EXTREMELY BAD SERVICE CELLC UPGRADE & SIM SWOP

I was called by CellC on 2/6/2015 informing me I am a special customer due for a free upgrade if done on telephone and not in store. I told the lady that I was not ready to do it and i'm happy with existing phone. She did a good sales pitch and the upgrade was done. 7 days later after the delivery of the new phone on 3/6/2015 I am still waiting and trying to be get a sim swop done. Due to my hubby (account holder) failing the security test on telephone (we have no idea what questions were failed and CellC cant tell us) my phone is still not connected. We are told we now blocked for 30 days. Tried going into the store helped. I have been on the phone for 1.5 hours this morning transferred from pillar to post with no joy. I will be CANCELLING AND RETURNING the phone today (7 days return policy) as i refuse to wait for 30 days to unlock a sim when I have no clue of what has gone wrong and nobody or CellC store or Office can assist. I AM Furious and will not ever upgrade with CellC again.