TFG connect sim swap

I lost my phone last week and got an alternative one and had to do a sim swap. Now because my sim card was a contract sim I couldn't do it on my own but had to go in store (Markham's to be specific) to get it down. I got it done and told that the sim would be working wiithin the next 72 hours, its been an entire week and a couple of days and still nothing the sim isn't working. I've called and pleaded with them that without the sim working my life is stuck as people I work with cannot get hold of me and the other way around. This isn't the first time Markham's has given me the run around with something that has to be fixed by them. Efficiency isn't one of their work ethics that much I can say.