Sim drama

I bought a sim card at Incredible connection Telkom service provider. I Rica'd in store then when I used it, it didn't work. I then subsequently called Telkom and they said sim card ICCID no *** has never had data but packaging states its a Telkom LTE prepaid 20GB. I am not sure what the problem is but I would rather have my money back or get it sorted, ASAP.