Just to do sim swap

I have been using telkom for more than 10 years on the 27.11.2024. I Iost my phone with two Sim card's, Telekom being my main number with WhatsApp. On the the 03.12. 2024 I went to shop(South Gate Mall)for swim swap I was told that I owe them R316 of 2013 that I know nothing about. The consultant who attended me referred me to call center for further explanation. I phoned talk to more than 10 peoples in the call center . No clear explanation about the money. The call center refused to escalate the call to manager. I then went back to South Gate Mall and request to see shop manager. After 30 minutes or so she come she just stand in front of me and listen to my complaint you could tell that she was just doing formality. After I'm done with my complaint she just said "there's nothing I can do just pay we will do Sim swap." I told her that I will follow up this matter up until to the head office she then give me a physical address of telkom head office. The attitude was saying be my guest. I lounge a complaint with telkom customer service till today no response.