I DIDN'T KNOW HAVING A CELLPHONE CONTRACT CAN BE A PROBLEM UNTIL I HAVE A CONTRACT WITH TELKOM

I have been going to Telkom Melrose and Rosebank to do my Contract Sim swap for the past 4 months because I have lost the Sim but no help. I am paying R399 monthly for my data and minutes but I am not using any of the benefits as I don't have the Sim card and cannot do a Sim swap. I went to Melrose I was promised to get a callback when everything was sorted and until today I haven't got a callback and I called them back with no answer. Today I was at Telkom Rosebank( I have been here for the past few months) The assistant told me to call the customer care, I asked if she couldn't call them on my behalf so that at least when things are sorted I can get my Sim today she said I must call them. I called them and the friendly lady told me that this matter should have been resolved at the store and I must go back to the store to get the Simcard. It is my petrol I am using to travel and my time that I am wasting. If I have exceeded the credit limit why must telkom keep on debting. I don't know where else to go... Please assist