AIRTIME THEFT

On the 22 Feb 2021 i visited Telkom in Vincent Park in East London for sim swap....of which it wasn't issued to me due to the system was down. They said i must come back on the next day...when i did they started the process but could not finish coz i forgot my proof of address...then i finally got my sim which was the 25 Feb 2021....when i inserted my sim it was suppose to have airtime...when i call their call center they told me i made call on the 23 Feb 2021 which i fail to understand coz i didn't have my sim...ok the escalated my complaint and decided to open up a case...and they gave me case number which is ***0 and they told me that they will revert within 24hrs...they haven't even try and find out what's going on..... PLEASE HELP