No one seems to be able to unlock my sim card!

I have been trying to remove the soft lock from my sim card for 3 weeks. I soft locked it when it was ******. I have been into a shop 7 times now and called customer care 9 times. The shop says I must call customer care and then customer care says I need to get the shop to call 187. The shops refused to call. And says customer care must do it. What is going on?! I have been without a sim for 3 weeks now. Who do I call, who has the authority, and why doesn't anyone know this?! I cannot be the only person who is having these issues with your people. Must I cancel my contract and start again in order to get a sim card?