Prepaid Sim card

I am beyond frustrated 😠 with telkom swim swap services . I have a contract with telkom and due to ill health I was not able to work in the first half of the year .i have now caught up with work however my telkom account is still in arreas which I am paying off anyways. So my challenge is that my prepaid Sim is also with telkom which got lost/****** with the phone . I blocked it and now I need to do the Sim swap with my prepaid line which is not affiliated to any contract. Now telkom is saying that they cannot assist me with my prepaid lone because of the arreas on the contract one . Which is totally unfair and unreasonable as I am paying off my contract line and I am the one who blocked the prepaid one due to theft . I need my existing Sim card as that is how I generate my income in order for me to pay then month end again . I tried to escalate via their contact center and I was told that their managers are working from home and won't be able to take the call . Telkom I need this resolved. That is my prepaid line and it's not logical how you treating me . If is totally unfair.