Bad , poor service

I bought a sim from Jet stores and it was rica'd at the branch 2 month ago. I have never opened the sim until now. It keeps saying rica barred and when I call the call center I'm on hold for ever whilst I'm using airtime calling. No option for consultant only a robot keeps talking. Finally I got a constant by choosing ***** on options and she didn't care to get information, she just told me to go and rica. Why would I rica a sim that I already rica'd