Sim swop for contract upgrade not done

I did my cellphone upgrade and got my phone 2 days ago , they gave a new sim card as the new phone is a nano sim , I have spoke to 4 call centre operators who say they will log the call and they will contact me within 1 to 2 hours , still waiting for the call 24 hours later and the sim swop hasn't been done , i phoned the call centre now and am tired of these stories now , my ref is *** , can somebody please do something