Paid for and never received online order

I ordered and paid about R400 for a sim card online in March and was promised it within 24 hours. I wasn't told I needed to provide any documents upon delivery. When my sim card arrived, due to the fact that I didn't have my ID on me, I wasn't given my sim and was told it would be delivered again the next day. Since then, I have still not received my sim card, nor a refund. Every time I try to phone Cell C, I never get through to the right person and when I try to speak to someone in store, I'm told they can't help me since it was done online. Pathetic service and waste of my money