No assistance because there is money "owed"

There was a break-in at my house and they stole my router with my Telkom sim card in. It is an LTE uncapped contract. So I go to the store to urgently have a sim swop because I work from home ONLY. I get there and the system says I owe R814 , what for I don't know!!!! I have a debit order that goes off every month and I have not skipped one month! I go on my Telkom app, I go through my emails and I can't find ANYTHING about how I owe R814. The woman at the store refused to help me then because of the amount I supposedly owe. Is this some scheme?

Another thing - I can't even call or contact Telkom via Facebook anymore. I am deaf and I can only communicate in writing. I left the store feeling that I am going to give notice to cancel my service with Telkom!!!