Not providing the required service

Upgrade to new contract on the 8/6/2015 for number *** at the MTN store in the Secunda Mall. New sim card provided and told that sim will be activated within 2 to 24 hours.<br> You only get 7 days to ensure that the phone is working properly in which they will replace the phone. The problem is that the sim is still not activated and the phone cannot be used. MTN customer support do not answer any calls and the shop don't provide service.