Poor sales service

When I was sold the home router, I was never told to RICA the simcard. I called the call centre and was told it will take 72 hours up to 1 week or I can go to an MTN shop to get it RICA. ( it only takes 1 hour) now I have to take off from work to do their job for them as they don't have a RICA department anymore. Thank you for your excellent customer service and sales assistance.