No service

I upgraded my contract in November 2017 and was given the dual package where you get two phones. First we waited like two weeks to receive the phones as they didnt have stock. Up until now the second phone that was given still does not work. I went to the shop numerous times to query and everytime its a different story. No one comes back with solid feedback. When you ask them to give a new sim card they say they cant because we must firt find out what is wrong with the current one as it came as a package. Well it takes them 7 minths to find out what is wrong with a simple small sim card.