New Sim - unable to Activate

On 17 November 2017 I received an email confirming my application for an additional SIM card / number. I subsequently received the package from DSV courier services on Tuesday (05/12/17) and gave the delivery guy a copy of my ID. I then attempted to activate the SIM card on Friday (08/12/17) and was then told it would be working in the next 2 hours, which is wasn’t. I then referred to the Rica department, which I then called on Monday (11/12/17) only to be told that they are unable to help me and that I should call the accounts department. I then proceeded to do so, and was once again not assisted and told that I need to go into an MTN store to Rica the sim. I am highly annoyed as it was never stipulated in the contact or via the original telephonic consult/offer that I would need to go into the store, which is inconvenient for me. Please assist in this matter where possible.