Unhappy customer

I recently upgraded my new Contract at MTN and I received an additional sim card which is not.working. I have called the customer service several times to get assistance and I was advised I need to rica my sim card why I dont know? I have contracts with you guys and you have all my.personal information to rica this sim card. I don't even know what is the new number but I'm supposed to pay 4 it Can someone urgently contact me on *** or *** ASAP