Late delivery and bad customer service

I upgraded a phone 2 weeks back to P20 Lite and i was offered another contract phone. The upgraded phone was delivered last week and its working. The other new phone was only delivered a week later which was on Monday the 26th of November and until today (5 days later) the phone is still not activated. What is the reason to apply online or over the phone if you gonna be stuck with a phone with no service for 5days. I called Cell Direct yesterday and i was told that i was suppose to call them to activate which i didn't know.