Poor service

Last year in Dec i go to mtn BT Ngebs to apply for the second line I was assisted by the lady and she asked me to buy a sim card of R150 in order to get the package from the new contract. The sim card didnt work and i called headoffice they said the sim is not registered and rica I callled the lady to assist she sid she will come back to me but she never did until i called her back and she said she forgot buht she will rica the number. The next day the sim was not working i whatsapp her so that she can investigate she said she is off she will ask someone to check it and come back tome that was the 24th of Dec until today. I whatsapp her this morning for follow shw only read the whatsapp with noresponse. The contract deducted. I didn't received the package on that sim.