Not receiving what was paid for from Telkom

Hi so I went to Telkom Sanlam Centre for a sim swap. Service was good but the feedback after asking about the paid data was shocking. Wife was ******, did what I had to, without her phone for almost a month, couldn't make use of her contract, yet they deducted as per usual. So my question is. Why doesn't Telkom give her what she couldn't use as it was paid for already? Isn't that fair? Disappointed...