Sim card not working

I took out an additional contract with Mtn over a week ago. I tried using the card and was getting a rica error. I called MTN and was given a number which cuts off when they are transferring you to an operator. I called Sandton branch and was told I would be contacted shortly. I am still waiting for them. is this the sickening and disgusting service we should get used to? I truly hope I will not be billed for these days or there will definitely be some legal case here!