No help from Telkom staff

I app**** for a contract online,it was approved, then the device was delivered on the 05/03/2018, I was not available to collect it, but it was received by a family member, the driver took a copy of my mum's ID and allowed for her to for the device. Please bear in mind that this is a new contract, and Telkom does not have any of my physical documents (ID and proof of address), I then went into the Telkom store and explained the to a lady about what had happened and that I have my necessary documents and that I also need to do a number porting, as I do not want to change my current number. She told me to wait in the queue and the consultant will help. I waited for almost 45 minutes in the queue, just to be told that they can't help me, because I must wait 48 hours for the sim card to be activated, and then to come back to branch, I then I explained the situation to the consultant again, but it doesn't seem like she knows what to do, because first she said that I must not insert the sim card then she said I must do it after 48 hours. And she refused to take my documents. The service is terrible, and staff are not properly trained (Midlands Mall Branch).