No sim swap after 5 days!

I took out a new contract on 13/10/2015. It is now 5 days later and my sim swap has still not gone through. I have been calling the customer care line for the past few days and they keep disconnecting me or putting me through to the wrong people. The sim swap request have been put in everyday since Tuesday and everyday they tell me to wait 24h for the sim swap to go through but still nothing. In the mean time I have used up all of my airtime to call the customer care line because they won't let me use the free number to speak to a consultant. No one can tell me what is wrong or where the problem is. When I call the contract department they keep telling me that I am still on pre-paid. I have experienced VERY poor service from MTN and will be cancelling my contract if the problem is not attended to within the next day. I am very unhappy with MTN's service!