MTN *********** service!!!

I purchased a phone on the 29 May 2015 from MTN Pavilion Westville which comes with MTN BIS as part of the contract however, the BIS has not been loaded to date. I have tried on numerous occasion to log a call with the call centre agents they always tell me that the BIS is active on the network. I also have been transferred to the technicians who have failed to provide assistance. I have eventually sent back the phone to MTN for repairs in pavilion as I was not happy on the fact that I am not getting the full service of what I am paying for on the 12 September 2015. I received a new hand set on the 1 October 2015 as guess what I still have the same problem. I am frustrated by the fact that MTN is busy debiting my account but I am not getting the full service.