Half hearted information given

I urgently need a refund, I loaded airtime on a new sim that I went to Rica.....travel to the mall for nothing! I phoned spoke to nonyameka ask her if I can buy any sim card to be converted to home connector she said YES, now i phone back they say it cannot be done only on certain ones.....i have to go back and there is no hell I am buying another 200 in this trying times as the airtime was loaded on this sim! I need a 200 voucher back! I who has to travel to mall again ME, unacceptable when we phone to get information and only get nothing helpful!