Lack of communication

I upgraded my contract via the website, received my phone yesterday with a new nano sim. I installed the sim into my new phone and waited for the sim to be activated. Today I called the support number to ask why the sim is not active yet and was informed that I need to do a sim swap. After speaking to another consultant, I was told that it is not possible anymore, I need to buy a new sim card. I feel this is unacceptable, I checked all the documentation that I received with my package and nowhere does it say anything about a sim swap to be done within 24 hours? I spoke to Sibusiso Gumede, a supervisor, and he said that the customers will normally call in to ask about the 2nd sim, and he wanted to debate why no such information is given through to the customer in the first place. Please assist in activating the sim that I received, and please take note in providing your online customers with ALL information needed to activate the new sim card, we do not know all your procedures.