During the month of November my sister went the to do sim swap when she got there they said there are offline

During the month of November my sister went the to do sim swap when she got there they said there are offline. I then contacted telkom on there Facebook the where interacting with me. They told me that they cant help me because that was not my sim card. On the second my son sim card got damaged and it is under my profile at telkom. On 30.12.2023 i went to Maponya to do the sim swap offline again then I asked the when are there back online he said come tomorrow morning. I did not go on the 31.12 2023. I went back on the 02.01.2024 when i got the i found a lady she said we are offline. They don't want to work there.