Bad customer service

I visited Telkom shop @ Cape Gate with the intention of acquiring an additional contract. When we were busy finalizing the contract and the attendant explained to me the different options he noted the option to migrate every 3 months. I realized that I would prefer a migration instead of a new contract. As the assistant was proceeding I realized that he misunderstood me. Instead of cancelling the application for a new contract and migrate my existing contract he migrated and issued me a new contract. After a long explanation he realized that we misunderstood each other but indicated that he is unable to cancel the new contract and that I need to lodge a complaint, which I did. However, when I got home, my sim card of my existing contract was deactivated. I contacted the Telkom customer care line and they indicated that my sim is damaged and that I need to visit a store to have a sim swap. At the Cape Gate Telkom branch, I was informed that the sim was deactivated and therefore does not have the sim-swap option. The attendant indicated that it will take between 5-7 working days to resolve the issue.

The question is, in today's highly technological environment, how can it still take 5-7 working days to resolve a complaint or rectify a mistake? It is shameful that a company like Telkom is virtually "faceless" and unable to provide the customer care one would expect?

For now, while Telkom is still struggling, I am only available on a wifi-network base or my home landline. It is ridiculous.