Bad customer service

To whom it may concern I am at my wits end and I am really hoping that someone can assist me in resolving this matter. My simcard was ****** the 27/01. Went into Telkom store 28/01 for a simswop. The person that assisted me, they couldnt pick up my fingerprint, and said that he will be sending up my details for a check and that I should come back within 2-3 working days, I was sms a reference number - *Telkom SA: Dear Customer, Your query will be attended to.Your case number is ***5* on the 28/01 and I received another sms stating that the Case was resolved 29/01 - I had to get my sim but work has been so hectic that I didn't get a chance to go and fetch it and my working hours was exactly the same as the Telkom stores hours and I could not send someone else in on my behalf. 2 weeks later, I checked with the store that I dealt with, and they told me they only keep a sim card for a week and that I'd have to go back and redo the whole process again. I have not used my simcard at all since the 27/01 because it was ******. I then went back to that same store to start the whole procedure again, and they told me they could NOT assist me as their system was offline. On the 19/03/21 , I then went to another Telkom store to do my sim swop again. They only activated my sim on that day. Please can someone assist me with this ***** query as it shows on my itemized billing that I have been purchasing things via Telkom and I HAVE NEVER EVER done that, I have ONLY EVER purchased airtime from MY actual banking app. I have then went into a store, to seek assistance and the lady told me that they cannot assist me and that I have to deal with the billing department. I have called in spoken to numerous agents that tells me there is nothing I can do, and surely someone can assist me with this? I mean, I have been a loyal customer for almost 7 years and never had any problems and you can check my previous months that I haven't ever purchased any bundles or whatsoever on my account. I have taken it upon myself to try and handle this matter but I am not getting any response. I have direct messaged on Twitter and I am posting this on Hello Peter. I am really disappointed with this company. I have always loved Telkom and I have always advised my family members to migrate to Telkom and I think I have made a bad decision. Please if there is anyone out there that is able to assist me regarding this, I would really appreciate it. I was sms'd with TWO query numbers, - *Telkom SA: Dear Customer, Your query will be attended to.Your case number is ***2 Please do not reply to this SMS.* - this one sent in the 8/4/21 and another case number - * Telkom SA: Dear Customer, Your query will be attended to.Your case number is ***2 Please do not reply to this SMS. * sent on the 11/4/21 I am really looking forward to any help or assistance regarding this

Regards Nurzaan