Poor customer service

Good day, I would like to complain about service that I got from the mobile department.I have been in and out of the mr store in Blueroute and also emailed the mobile department regarding the sim that I received that is not working, it doesn’t have network/ service.An amount of R198 was deducted into my account for the sim that has never worked.Sim swap was already done twice in the store but still nothing.I’m paying for the sim that I have never used.One of your consultants told me that I’m not the first customer who complained about Mr Price sim,the SIM cards has a problem and she has also experienced that with her.This is the second week that I’ve been complaining about this issue.I want my money back.Mr price is giving the SIM card knowing that they are not working.