Both eSim and Physical not working at all two weeks

Asked for a conversion to e-sim on existing contract. Now both my physical sim and esim does not work at all. Called into the store at Cornubia, Durban and the manager refused any help saying it is a head office issue. Two weeks and I cannot use my phone. Called in many times only to be given generic jargon about looking into it. Terrible service!!!! Cannot use my phone at all. Help Please!!!!!!