New contract - Sim card not working for 2 weeks now

My father recently opened up a contract with Telkom on the sales number, the phone got delivered and everything however the phone the Sim card is not working. We have been calling customer services for help to no avail, I even went to Telkom Southgate for assistance and they told me that they could not help me if the contract holder is not there. I tried to explain to the consultant that my father is unable to walk and is on permanent oxygen so he can't leave the house, she carelessly told me to get a wheelchair. I was so shocked the manner in which she said this so carelessly. It's been two weeks with a sim card that does not work, how do i get this sorted out. Mind you my father is a long time telkom customer and he is very disappointed in the treatment that we are getting