Irritating poor sim swap service

I have upgraded my contract and a new cell phone hand set and sim card were delivered yesterday on Tuesday, 20th October 2015. The 084 143 call centre gave me reference number *** and promised to call me within 8 hours to activate the sim swap. As I write the call has not come as yet despite the numerous calls I have made to complain about this. Each time I called I was made to play stupid security verification games and to my annoyance a new empty promise to call shortly for the activation was made. I am fed up with their arrogance, they might as well cancel the contract and take back their new gadget and sim card. I mean how difficult is it to activate a sim swap and what is the point of me keeping and watching their gadget that I cannot use? It has become evidently clear that they cannot run a business and they do not care.