No assistance at all

I completed a contract upgrade online, i received my new handset the following day which is great. However the new sim card which was ordered wasnt received. I called back to follow up on the sim card, after calling all the numbers given, ofetn holding for more than 10 minutes, being transfered from person to person, having the call dropped on me i was eventually told they cant help over the weekend but i will be called back on the Monday morning or i can go into the store for a sim swop. No call was receivd so i went to the blue route store, i was told they cant assist me as my account is in arrears (funds always available and my debit order date is the 20th), they cant assist me as it was a online purchase (SAME COMPANY - THIS DOESNT MAKE SENSE). Lots of time wasted, many calls made and still no assistance or resolution!!