FNB esims - not working

We bought esims for Namibia one day before we left for Namibia. We are in Namibia for 2 days already and we have no signal. We tried with secure chat to resolve this, but to no avail. We provided the serial numbers, ICCID numbers etc. Nothing happened. The lady who assisted us on the chat just got quiet after a while.

We bought the esims on 23 November via this account: ***. An Aspire account in the name of Johannes Petrus Willem van der Westhuysen. We downloaded the esims to : *** and ***. Neither of the sims are working. We will only be here for 5 days - we are on day 2 already with no connection. And we did try via secure chat on the app to get sort out the connection issue.