upgrade to new phone takes 23 days +

I upgraded my cell contract on 2015-09-23. The shop didn't have stock of the phone I chose and I was told they would call me when they did. On the 13th of october I went to the store and had to take a different phone as they still didn't have stock. A sim swop was done that day and I was told the system was off-line. By the 15th october the sim still didn't work. I called 8ta and was told the sim card was never rica'd. I went back to the store and was told the sim card has a problem but the fault was logged and would be repaired. It is now the 16th october and still my new phone doesn't work. The money for the contract is deducted via debit order and is paid up to date.