Contract SIM swap/services blocked

I'm not happy with mall of thembisa Telkom store. On 2 may 2025 I did contract sim swap at their store ( paid R99 for it). I was helped by macdalin, she told me to insert my sim after 30min/60min into my phone should be fine by then.

I did as she said, to my surprise the SIM wasn't working the whole day. I tried to restart my phone , search network manual on my phone to activate the SIM, still nothing worked. SIM card was not working.

On the 3rd in the morning I called Telkom customer care line to check why the SIM was not working. An agent I spoke to told me I need to pay an outstanding amount I'm owing of R58 after doing so my services will be working. Same day on Friday I paid the amount, waited till 6th Monday for it to reflect so my services will be active. Monday arrived nothing changed SIM card still not working, I called again call centre why the SIM is not working even after paying the amount I was requested to pay, the agent said she don't see anything wrong with my profile my services are active, the SIM should be working but it wasn't. Cause I was around Midrand I took a taxi to Midrand Telkom Store so they check for me. When i arrive, I informed the lady who was working that day, she checked for me and she asked who helped with SIM swap I told her and she then told me the reason why my SIM card is not working is bcz the SIM card I'm given doesn't match (ICCID) SIM card no, with one on the system. Hence why when I insert the SIM card says not provisioned/no service. I should go back to thembisa mall, they should re-do the SIM swap for me reason being if she do it for me she's gonna charge me another R99. I took another Taxi to thembisa mall Telkom Store.

I found a guy by the name called Katlego I told him what happened, I'm given a SIM which doesn't match with the one on the system. The SIM card is not working ever since I did the SIM swap. The guy checked the SIM card no and saw it wasn't matching indeed. He took another SIM card to re-do the SIM swap after doing so, he tries to activate it him self but nothing worked. He went to his manager by the Name Lebo, the matter was excaleted to their IT to check why my services ain't working cause the system shows active but my services are blocked n fix it. Same day I went home, I was told by Katlego, iwl be called once the issue is resolved. To avoid me waiting for long. Still No call received regarding feedback.

On Tuesday 7th I went to my nearest Telkom Store in yarona shopping centre regarding same issue and to see if the problem was fixed. I arrived and asked them to check for me but nothing changed still the same, even the second SIM card I was given wasn't matching with the one on the system and no SIM swap was done. Took another Taxi back to thembisa mall Telkom Store. Went to Katlego to ask him what's going with my SIM card, he went and consulted with his manager. When he came back, His response was they tried all they could on their side to resolve the issue but nothing seems to be working, they's nothing they can do. Second option I was now being offered to take another contract with additional amount and cancel the old one cause is not working. Without first finding out from me if I'm ok with the package I'm given or not. Secondly they don't know my budget if I Will be able to afford or not, they just taking a decision on my behalf. I had to be the one asking him regarding the payment plans and the package etc which I wanted to be given.

I then asked for Lebo the manager. He tried to explain why I'm being offered the second option cz they tried to fix my current contract nothing seem to be working. I asked him which SIM card are you trying to fix?? The one I'm given or the one on the system??? Cause the one I'm given doesn't match with the one on the system. How can they troubleshoot a SIM card I don't have not the one I'm given, cause still it simple mean we not doing anything cause the one I have won't work.

The IT request/ excallation was logged using the wrong SIM card no not the one I was given. We back to quare one. Now another IT request has to be logged with the correct SIM card no I have, I should wait until Monday for feedback, Days are going I'm unable to use the data/SIM, end off the month I'm gonna be expected to pay for a service I didn't use. On top of that I'm using my own money making those up and downs taking taxis to know abt the feedback/progress regarding the issue. I have to be the one making means and do follow Up. The service I received was poor. ***