Sim swap horror

I did my mobile contract online on the 9th of May and was not told that the new device I ordered would require a nano sim card and that they do not send the sim card with the device. I received the device on the 14th of May and realised that my current sim card is too big for the new device. I phoned Vodacom online ********** 4 again and told them I did not receive a sim, the lady said that they do not send a sim card with device and that a sim swap needs to be done. I think the lady that I spoke to requested an order for a sim swap. That afternoon I went into a Vodacom shop because I thought that will be quicker with the sim swap. The agent there was unable to help with the swap because on the system it showed that online did request a sim swap and the agent in the shop can't override it. Tuesday the 15th I phone Vodacom online again at about 12:17 and said there is an order for a sim swap on my account and when will I receive the sim, she said she will let them know to deliver sim and she will phone me back, I am still waiting for her call. On the 16th of May I phoned Vodacom online again to fined out when my sim will be delivered, I spoke to a lady (Amelia) she was going to phone me back and never did, after 20 min I phoned online again and spoke to Lisa and she transferred me to Thando that helped with upgrade, Thando said the agent in the shop should be able to assist me with the swap and I told her the system did not allow for the agent to assist. She said I must go to shop and the agent must phone this number while busy with me ********** . I went back to shop after work and the same agent checked on my account again and she said she can see there was an open order for the sim swap that was done online and them someone cancelled it from online and now the cancellation has not been processed I think and that can take up to 14 working days. All I want is to get my new nano sim please. I need to check if the new device is working. The online Vodacom has not been much help and I do not know if they know what they are doing, why cant I just do the sim swap in the shop. I am a very unhappy customer of vodacom