Shocking Lack of Service

I change my LTE wireless TopUp from 80gigs to 120gigs. Firstly I don't understand why I had to get a new SIM CARD AND PAY ANOTHER R100 CONNECTION FEE. Secondly, I was told by the staff at Telkom Table Bay Mall that the TELKOM APP IS USELESS AND THEY DON'T RECOMMEND IT AT ALL. Why does Telkom have an app when their staff say it is USELESS. Thirdly, I left a message with Customer Care for someone to help me, that was TWO DAYS AGO. I'M STILL WAITING. NO WONDER TELKOM IS THE NEXT SOE ABOUT TO COLLAPSE