Not able to do prepaid sim swap

<p>I am trying to do a prepaid sim swap but because of my previous contract the option to do the swap is blocked.</p> <p>A case was logged last Tuesday but it is still to be looked at (case number ********** 4).</p> <p>I need this sim swap done asap as this is a prepaid sim card.</p> <p> </p> <p>I also used to be able to pay for items on the Google play store using my telkom prepaid airtime but now that option is not there. I tried activating via google play but it just gives me the option to add a credit card.</p> <p>I spoke to 3 agents from telkom who had no idea what i was talking about. How is this that i know of a service you provide but not your agents.</p>