Telkom S

My wife did an online upgrade for a mobile device Samsung A12 . Received the wrong order. It seems that the agent put through the wrong for a watch and a phone . Spoke to an agent who works from home who said it will take seven days to collect the wrong order and we would have to do a new application. In the meantime we are not able to use the cell phone number because it's been transferred to the new SIM card which we are not allowed to use. Please can you assist because we urgently need use of the phone .