Overcharging and unable to perform a sim swap

I have a 10GB for R99 contract with Telkom. I lost the simcard and I went to Telkom to get a new simcard and the consultant assisting me said there was a technical error on his side and he cannot do a sim swap. The consultant logged a call and said the issue was now with the relevant department. It's been over 10 days and I'm still waiting and I haven't heard anything from Telkom but my account is still being debited R117 when I agreed on paying R99 a month. I'm paying more than I agreed to and I do not have a sim card. Please cancel the account because you are terrible at providing good customer service.