Sim Swap activation frustration

I am so frustrated by the response i received from Telkom, i lost my sim card 0n the 26th of October because my pocket router was with my spouse the night he was killed and it couldn't be found on the seen, i then called on 29 to suspend the data sim, then i was told ill have to go to the store and do a sim swap, then i went to Southgate Mall Telkom, i was told i have to call, on the call now i am told by Clarence that my request is pending and normally its activated on the same day but ill have to call again tomorrow n check weather its still pending or not, then go back to the store, now may question is why was i not told in the beginning, can i kindly, Humbly have my data sim activated or just cancel it if its not possible coz its really frustrating to be billed on something you not using