New Contact without a sim card

I took out a new contact on Wednesday the 22nd of July 2015. I thought that I had great service as everything was done and confirmed by Wednesday afternoon. I received my package on Thursday - with no sim card. ( I told the sales person that I needed a new sim card, because it is a new contact ( I want to keep my number) and I need a micro sim for the phone. He told me that I just have to phone the number to do the sim swop when I receive the sim in the package. I phoned on Thursday the after sales line and spoke to Tumi, she told me that you dont get a new sim card with a contract if you want to do a sim swop and keep your number. How does she want me to do a sim swop without a new sim card! So I got really cross and asked for the manager and she cut the line of. I phoned again and spoke to the manager Charlene at the online sales department. I told her the whole story, she told me that Tumi was wrong and she took all my contact details and said she will sort it out and phone me back. I have not been phoned back yet and still cant use my new phone! This is really bad service. My husband had the same poor service a month ago also with the online sales department!