Disconnect between the store and the call centre

We have Telkom fibre, in a gated community. I wanted to get a sim card for my back up USB stick. Went to the branch in Woodlands boulevard. They told me to come back with a proof of residence because the card still needs to be Rica'd. I went back a few days later and got my Rica'd sim card. Today I test it at home and it's not working. Phone the gated community customer service, only for them to tell me the card should not have been Rica'd... I NEED TO GO BACK TO THE STORE, YET AGAIN, TO GET A NEW CARD. How is it that there is such a disconnect between the store and the call centre about what is needed??? This is EXTREMELY inconvenient!!!!!