Foschini Contract

I subscribe on Foschini programme/contract they called one-on-one contract,it's the contract for data.I already paid for the contract.Recently I lost my phone and need to do a SIM swap.MTN told me I need to go to Foschini since I converted my prepaid SIM card to a one-on-one SIM card.I did go to Foschini,but on that day poor service I received,they let me fill in the forms and told me they will call me after 7 days to tell me my SIM is ready.On the SIM card holder it's written the SIM card will be ready in 72 hours.Untill today I never received the call and still need to keep my number.To me it looks like the Foschini never look at this before they could sell the product to me.I took their product but now I can't have my number back.At the moment I am even using the temp number.The cashiers who were assisting they seemed not knowing what they were doing and they were telling me different stories and even ask me why didn't I go to Markham's since this can be done in ANY Tfg stores.And I believe the guy was a supervisor because the cashier was assisted by him throughout the process.But definitely the service was poor as the results now proves that.The store is at PTA CBD opposite Nedbank.If only I can get my number back as I am paying for their service but don't use it.