Bad service - new upgrade device and sim not working

My old Vodacom package has expired end of January 2019 . I ordered my upgraded device and new sim-card - it arrived in good order. I went to the Vodacom shop at Mall @ reds and spoke to a consultant regarding what I need to do to activate my new sim with my new device. The consultant informed me that the package would be active the 1st February 2019. It is the 4th of February and my NEW sim is not activated. I decided to contact the Vodacom after sales support number. The lady informed me that the package would be activated within 3 hours. 15 Min later I get a call to say we need to do a sim swop as this brand new sim-card has been activated by another user. I got transferred , call got dropped twice by an agent to do a sim-swop. called again and the call got eventually through after 20 min , 3 seconds in the call the agent just transferred me to the ratings voice recording not even helping me with an issue that is a fault from Vodacom side. This is such a frustration for me as I need to sort out my device that should have been handled by Vodacom in the first place. Please can someone respond with a solution. pointless having a new device and Sim if I cannot use it