Can't do a swim swap due to an outstanding amount

I had came to the Telkom maponya mall to do a sim swap and I was told that the manager said i can not assist me in regards to an outstanding bill with them so I need to settle the bill first before i can get my Sim swap done no arrangements was made with me in regards to the outstanding payment required for phone call was ever made for that arrangement so just because of a bill outstanding we are restricted to even have a Sim swap done