Another Pathetic Service from Telkom

I was recently hijacked and my contract simcard was taken with my phone. I went to Telkom Alberton City Express to do a sim swap and they refused to help me because I have an ID. I explained that my ID was ****** during a hijack, presented an affidavit confirming my story but they refused to help. However come month end Telkom is happily debiting money from my account. I want the contract terminated as they refused to do a sim swap for me given the circumstance.