Bad Service

I bought a sim card at pep cell on 7 june 2017 and provided my id and proof of address so they can rica the sim. last night my phone was ****** so today im calling telkom to get the phone blocked and get an itc ref number but to my surprise the call centre agents say that my number is registered under someone else and they cannot block the phone. i have been using this sim for almost 2 years i buy airtime data the works with this number but today i cannot get assisted because im not the registered owner of the sim. who is at fault here? i bought the sim card at pep cell and provided the required documents and the sim card was activated. telkom has the worst service ever. i spoke to Lihle who was telling me some ridiculous story about a Johannes being the owner of the sim then requested to speak to the team leader Clifford Mogale who was even worse because he just plain said there is nothing they can do i must go and find this johannes. i requested to speak to a manager and was kept on hold for almost an hour because the manager is not available