Sim is not working 19 days later

Im really disappointed in Telkom services , i been with Telkom for more than 5 years. I been to Mapona mall for a sim swap on the 26th November 2020 and i also went a few day proir to that however i couldn't get the sim swap done cause i only had my drivers license which is understandable, i went back on the 26th Nov 2020, I was told by the lady working there, that it will take 3 days for my sim to work, because something is wrong with my finger prints, it needs to be verified.......its been 19 days later, my sim still not working. Im paying for this contract every month money ,its not like my data is acculating it falls away and no one one wants to keep on going to the mall especially with this pandemic . At this point i really feel like changing my services provider cause im not happy at all