Free data with contract upgrade difficult to activate

I have just upgraded my MTN contract, and was advised that I would receive a data sim with 30gig to install everything on my new phone. I did receive the SIM but with no instructions, and discovered that it didn't work. Upon calling MTN several times, and being passed from department to department, I have now been told that I need to RICA the SIM to make it work. In order to RICA, I need to go into the store. I upgraded my contract over the phone, and the phone was delivered to me, but in order to get the full benefit I must now go into the store? That doesn't seem right?