Upgrade but no SIM

I upgraded online and received my new phone last Wednesday. Opened the box-no new SIM card although my new phone required a nano SIM. Phoned 111 immediately. Was told it would be reported. Now it's a week later and despite numerous calls to ********** , I still have no new SIM, so still not using my new phone. My mother upgraded to the same model phone and hers arrived with the appropriate SIM. I would like someone to sort this out as I would really like to be using my new phone by the weekend. Bad service, Vodacom