MTN online shop poor service

I app**** on line for an additional R39 data contract on 18 July 2018. I received a mail from the on line shop requesting me to email them a copy of my ID as well as proof of residence which I did on 20 July 2018. Only on 31 July 2018 I recieved a mail from heliosAdmin stating that the contract was approved and that the courier company will make contact with me. On 3 August 2018 after not hearing from them again I rep**** on the mail requesting feedback. Up to date no feedback on the mail. I then phoned the on line shop on 6 August 2018 to request feedback. The consultant explained to me that they tried calling me as they need to know what SIM card to use. This was a lie as they definitely did not try to contact me when I look at my recent call list on my phone. The consultant also then told me that the contract was approved. I eventually received the SIM card on 8 August 2018, installed it on the phone and waited my 48 hours for it to start working..... nothing happened and when I dial a number from it, it tells me that it is RICA barred. On 13 August 2018 I contacted MTN and after being put through to 3 different departments, was told that I need to visit a MTN shop to RICA the SIM card. So after waiting 3 weeks sins application date, I was told the card needs to be RICA'ed. This brings up four questions:

1.) What is the use of the online store if this is the case and I still need to visit a MTN store? This could have been resolved within the same day if I went to the store in the 1st place and app**** in store. 2.) If I still need to RICA the card by going to the store, why was I not told this the 1st day? 3.) Seeing that I already hold two contracts with them, why do I receive such poor and delayed service? 4.) Where do I post complaints directly to MTN other that their "contact us" link on the MTN website?