2 contract numbers but one was delivered

I made a telkom contract online with a consultant agent. Then i took a contract which was giving me 160gb + router if im not mistaken. Then within 3days they delivered a router without a simcard.Then i contacted them then they delivered a simcard. I activated. Then i paid for 3months then it was closed due to not paying. I went straight to their offices to check wats happening then they said i have 2 numbers under my name the other one is being used and the other one is not used but its activated. Then i said can you please remove the other number since i didn't receive the sim and the sim is not used. They said i should pay a certain amount to open my account or they won't help me. Why should i pay for something i don't even have? Even today im blacklisted because of it.