turn on my new sim card

I did a sim swap on the 11th at your Tygervally branch. I paid R50 for the sim card and it still doesn’t work. I called your service number and they said I cannot do a sim swap on a promo simcard. I did not know that and obviously your staff also don’t. They told me to go back to the store, I live 170km away from the store. I can’t just go there and when I call they do not answer. Please turn on my new SIM card immediately, I paid for it, it’s your mistake.