Sim swap

On 26th June 2015 I went to the mtn store to upgrade to a new cel phone. I was told that it would take between 2 to 48 hours for the new sim card to be activated. On Tuesday my wife went to the store to enquire why this has not happened, they said that the paper work was in order, that they would contact head office and find out why the sim card wasn`t activated and phone me with an update. This was not done. This morning my wife went back, and they still didn`t have an answer. I went t the store and confronted the staff, they sent an email to head office ref usd *** for sim swap. No feed back. Since Monday i also tried getting hold of MTN on *** and ***. I have stayed on the phone for 45 minutes on ***, nobody answers the phone, on *** after 20 minutes a lady answers but doesn`t wait for me to reply. this happened more than once.