Bad service

In July 2015 I took out an extra line with Vodacom. Whoever couriered the phone (Sony M4 Aqua) sent it with a micro sim whereas the phone uses a nano sim card. I went to the Vodacom shop where I was impolitely told that we people that order phones telephonically cannot be assisted therefore I need to phone Voda back again which I failed to understand as I thought they are the same company. I phoned Voda again & guess what the same sim card was delivered again. When I phoned for the third time they said the system won't issue out a third sim so I must go & buy it & request for a refund. I did go and buy the sim card and now since Saturday I've been requesting for the phone to be connected which I was promised it will be done & will only take four hours. Four hours turned to four days and to this day it's still not working. In frustration I phoned them to come and collect the phone and refund me for the last three months which they didn't' even dispute or try somehow to fix the problem all they've done is to advise me that once the cancellation is done the refund will not be done into my cheque acc but to their acc so is that a service I deserve after 10yrs of loyalty to them? :( :(