Bad network service and customer service

Pathetic service. Phoned in due to terrible network service. Was advised will be sent a new LTE sim card with a 'free' phone due to being a long standing, loyal customer. Received the phone but not the sim card. Was given a run around from department to department. Over 20 mins on the call... Only to be told to go instore for a sim swop. This is a huge inconvenience, especially during the festive season. So much for being loyal... No customer care.. Bad network service. Seems like call centre agents only looking to make new deals and leaving clients saddled work unnecessary expenses and bad service.