Incompetence

I upgraded and received my phone yesterday 17/12/2015. I thought it was a great birthday present for myself but it turned out to actually be a nightmare. I have been struggling since 12:20 yesterday to do the sim swop required to use the new phone but after about 7 calss and spending more than 3 hours on the phone with Cell C the sim swop has still not been done. This is totally unacceptable and I just get apologies every time. I am sick of apologies and excuses. Please assist.