ALL OVER USELESS SERVICE!!!

So - upgrading online should be easy and free right?! To receive your package the next day with sim included. Well this is how it was done in the past. Now - when I did the upgrade online, I had to speak to Consultants 3 x times which lasted 20 minutes, It took a week for my parcel to get delivered and it was delivered WITHOUT A SIM card. AND THE BEST OF ALL, I AM GETTING BILLED THE R150 ADMIN FEE AS IF I DID THE UPGRADE IN-STORE!!!! I was told to go buy a sim card, and then phone Vodacom to do a sim swop. Right- trying to get through to them 3 x times this morning, NO ANSWER!!! Eventually phoned Customer Service - only for them to tell me it is done by Customer Service. THAT IS THE NUMBER I PHONED!!!!!!! They put me through to a next consultant and as she wanted to confirm the number I am calling about - the Survey question came up!!! CAN SOMEONE PLEASE ASSIST ME IN DOING A SIM SWOP!!!!! HOW DIFFICULT CAN THIS BE!?!?!?!?