Upgrade gone wrong

On the 31st October, I went to MTN @ The Glen shopping centre to upgrade my contract. I have selected two cell phones, one for myself and one for my wife. The Lady that assisted me was very friendly and requested for sim swap on both numbers. My sim swap went through but not my wife's number. I was told the sim swap will take 24hours. But still nothing. I then went to the MTN store @ Campus square on the 4th November and was told I need to wait another 24hours. Still nothing, my wife was so excited for her cellphone and it's 7 days later and the \upgraded"cellphone is useless to her at this stage. I phone the MTN call centre and I'm now told that it could take 7 days??? What the hell??? When it's Time for MTN t collect their payment they never late"