Irate customer

Hi I have been a loyal customer with Telkom for more than 5 years, I have 5 contracts with them and recently purchased a phone cash due to my other 1 having water damage. It's been 4 weeks since I have the phone, requested for a sim swop the day I got the phone and till date it has not been done, I've been to the store on numerous occasions to sort the matter out but still have no Joy out of it. It is unacceptable as it is on contract and I keep paying my bill but unable to use the SIM, its ridiculous on 4 occasions they made me do new SIM swops giving me all sorts of excuses but I'm still sitting with a sim card which is only for emergency use this is utter bull****.