Sim Swop never received

I reported a lost simcard to Ismart in September 2015, but only requested a simswop in December. Was advised of a replacement fee of R139, which was paid to Ismart on the 17 December 2015. I was ensured that I will received my simcard before the 24th December 2015. To date nothing has been dropped of and making contact with ISmart has become a nightmare- the consultants lie and say they are the managers and they cant make decisions regarding the simswop. It has gone as far as where I was told that I need to make contact with the courier to find out why I didn't get my simcard. I've been making payments for a service that is not being rendered and Ismart staff including Alicia isn't willing to accept responsibility for their service failure. she even promised that she will get the manager to give me a call and that was suppose to have happen yesterday (8am- 18/1/2016) Nothing happens and shes no screening my calls doesn't want to take any calls. I would like a refund and the contract cancelled with immediate effect.