poor service delivery, waiting weeks for sim swap

had worst experience with mtn. on the 3/11/2015 i went to mtn coastal cellular in port shepstone, kzn to take out a contract with mtn. After filling in the paper work i was told that the phone i wanted should be delivered later that week. I phoned again during the next week but every time i phone there is no answer or the line is busy so i eventually went into mtn that Friday 6/11/2015 to find out some info because i have been left in the dark about the whole thing only for them to tell me that they do not know when they are getting stock?? After waiting another week still with no feedback i went back to the shop because phoning doesnt help at all. I had to choose a phone that was more expensive but i was desparate for a phone and they had this one in stock so i took it out on the saturday 14/11/2015. Now i have the new phone but i cant use it because they havent done a sim swap from my pre paid sim to the contract one. i have waited one week and phoned them every single day. i keep having to buy airtime/data but i should be on a contract! doesnt mtn want my business? are they goin to refund me my money? this is terrible service i will go to mtn again today 20/11/2015 to try again.