Bad customer service

I bought a sim card from a local shop in 2021 and this was during COVID,when movement was limited. My reason for getting a Telkom sim was because the area I was had strong Telkom signal therefore I bought it where it was convenient and with no hassles. I've made multiple airtime and data purchases on the sim card and whenever I had issues I'd contact the call center and they would assist with no hassles. My sim card got blocked and I called for a PUK and was assisted after passing verification questions and u fortunately the sim was damaged and I had to go into a branch for assistance. When I went to the Protea Glen mall Telkom they could not help, because the sim was RICA'D in another person's name. I requested they ask security questions and I got nothing but attitude. My WhatsApp,OTPs and school information is linked to that number that I have been using since 2021. This is an inconvenience and I at least have to be given a chance to inform my contacts I am no longer using that number. Someone needs to help ASAP,this has been an inconvenience as I have lost opportunities because I'm unreachable.