Cannot perform SIM Swap - Contract SIM Card

Good Day, I lost my phone and had to blacklist the SIM card. I called Telkom and was told the SIM card has been blacklisted. I was told to go to the store to make a SIM swap. I have been there three times and they cannot perform the SIM swap. They have been opening cases and no one is able to assist. They are saying it's a technical issue. I even called Telkom while at the store and the agent together with the in-store person were not able to assist - just logged an incident that is nowhere to be found. I was given incident number ***A. Please help resolve this matter. This is a contract SIM card so no debit order will be authorized from my account since I cannot be paying for something I'm not using. The number in question is +***. My ID number is ***