Please help her Peter

My friend she's struggling to get activated on the sim.. first she waited a month or so for delivery of card always an issue. Then she buys it of takealot. Then she signs up. For the process of activating ONLINE won't except the documents. Should be crystal perfect trust me by that time the link has expired. That was 2 months ago. Everyday she chat to somebody only for that fool to mock things up. Now covid19 is here. Lock down what now. Who does she get hold of. I left numbers but no one is calling if they say they did they honestly lying. And that's unacceptable where can I go to complain about this and who can help this woman she needs to study online now. Who's working at that place. Neanderthals. It's now tripping me up.