Cannot cannot make a call from a PHONE?

I don't even want to give the one star rating as expected before being able to write this review... took a brand new phone and brand new sim card on a very old contract to the MTN main office branch on 14th Ave in Jhb and waited patiently for TWO weeks to sort out my complaint. However, I still can NOT use the phone to make a phone call? Is that not the main purpose of a PHONE? I am extremely disappointed by the technical support which seems to be non existent. Gary de Beer ***