incomplete upgrade

I upgraded / renewed my contract. Received new phone. Old sim card does not fit. New sim card is inactive. Cell c says it is MY Responsibility to do a sim swap although they cobtactrd me to renew with them! 2 days later... no call from cell c... no help from call centre. They are not allowed to give sim swap dept contact number and they di not provide their full names. This is disgusting service. Please do not renew with cellc... they pass the buck right back to the consumer. Sorry Mam we renewed your contract... it is your responsibility to get it Ctive by doing a sim swap.. ??? What?? Surely this is not legal..