Secondary Sim Card not yet activated -

I have been a mobile customer with Telkom for the last 5 years but sometimes the service is pathetic. Yesterday I went to the Lakeside store to activate my 2nd multi sim card and it could not be activated for some reason. The salesman told me that he will give me a call today or latest Friday ? I am still awaiting the call and tried contacting the store or help line with no success. I have 2 issues here. One, why does it take so long to just activate a sim card ? Two , why is it impossible to contact you guys via your website email, phonecalls , store phone etc. that I have to resort to Hello Peter to get a response ? My case number that was logged when the sim was not activated is ********** 5.