MTN canal walk sim swap

I upgraded my contact on Sunday 08/04. I was told the new phone would need a nano sim and therefore needed a sim swap which I paid for. It's now Thursday and still nothing. I tried to call them no answer. I call the call centre and they can't help else I would need to pay for another sim swap. I went into MTN canal walk upper level again and was told the gentleman that helped me is not in but working the later and the response to the sim swap is sent directly to the consultant so lady I spoke to cannot help and sent him an email, really MTN so what if this consultant don't come back??. Instead she gave me a number to call but said that they don't always answer cos they have to help the walk in clients, again REALLY!!! I've been trying to;get hold of someone whole day and it just rings. Called the call centre again and the agent checked the system but still nothing has been processed. There isn't even anything pending. I'm so frustrated as I'm sitting with a phone that is completely useless to me. To top it off the lady I spoke to tells me I can still use it via WiFi. Please tell me what is the point of having this expensive phone if I still have to walk around with my old phone.