Upgrade issues

I phoned *** 3-weeks ago and did an upgrade on my contract. I recieved the phone via courier the next day. I went into a vodacom shop do do a sim swap and was told that i couldnt do it because the order was still open. this was esculated through your call centre on the 16th March. i was told that i had to wait until the 1st April to do a sim swap (Crazy reasoning but i accepted and waited until the 1st) on 1st April i tried to do sim swap again, so i can use my new phone. AGAIN, im told that the order is still open. In other words your useless staff have done absoluetly nothing about it!! Nobody in any store is able to help resolve this and your call centre/help desks as well as that *** number just keep my on hold for ages. i've currently been holding for 30mins on a call - i go from being number 1 in the que then jump to number 3???? How can a company as big as Vodacom be as useless as this and cannot process a simple sim swap, or close off my order (4 weeks and counting now)