What a bad experience and still cant use my phone

what a bad experience this is my first upgrade on my MTN contract an i am currently regretting every moment of this. i have been struggling with the upgrade process for more that 2 weeks- Online and telepathically- after phoning in many many times i revived my new phone on Friday 31 Sep 2020. I very happy op receive my parcel via DSV - Brilliant service from them - just to let the entire thing drop on the floor the next day. I have not been able to use my phone since then. many many calls later(REF# SMC/***) i decided to go to the Somerset mall branch on Sunday as i use my phone for work daily and can not afford to not have access to my phone. i went in and the gentleman advised me that I know have to do a sim swap on my sim costing me R 115.00 and still my phone is not working. I hope this matter will be resolved ASAP but not to sure if i will EVER use this online and Telephonic service from MTN ever again