Sim swap

I went to the Mimosa Mall branch on Wednesday 13/04/2016 to upgrade my contract. I needed a sim swap for the upgrade. The lady told me that the sim swap would take 2-24 hours. On Friday 15/04/2016 the new sim still didn't work. I phoned the branch and was told that they were busy and didn't have time to process the sim swap, but would do it on Friday morning. (And it would take 2-24 hours.) I then wrote an email to customer care. On Saturday I went back to the branch. The manager told me that the lines were off on Thursday and that my sim swap was on the system. Again I was told to wait 2-24 hours. On Sunday I phoned again. The manager said to me that I was impatient and that she had told me it would take 24 hours. I asked her how many 24 hours since Wednesday are there. On Monday I was told that they could do nothing. I asked for a number of someone who CAN help me. She said there are no such a person. Today I phoned twice, but manager not available. I also send an email to customer care. No response. Still can't use new phone. What happen to 7-day period to test phone? I am quite frustrated! Old phone can't make or receive calls.