MTN fourway

I requested a sim swap from the MTN store in Fourways Mall after my phone was ******. I got a new sim and sat with a gentleman who helped me set it up. That was Monday midday. I was told by 4:30pm that it would be working. It's now nearly midday on Wednesday and it's still hasn't activated (I need the case number etc for insurance), when I phoned the help line it turns out my new sim wasn't configured properly and the sim swap didn't go through, so now I have to go through the whole, painful process again. My partner, who uses CellC was up and running in no time, with half the issues in trying to make the change.