Sim swap / cancellation fee

Early last year I ordered a contract sim for data at Telkom but it wasn’t delivered I waited for a month for it to be delivered. When I saw that the delivery is taking too long I went to the store to apply for the very same contract. I was told that I have already app**** for the same contract so they commit help me. I called Telkom to find out about the contract sim then they stated that it was delivered while the sim wasn’t delivered to me I asked the consultant to cancel it. I was told that I need to pay a certain amount close to R1000 for cancelation. I told them I cannot pay for something that wasn’t delivered to me and didn’t use it. Today I went to do a sim swap at Telkom since I lost my phone. I was told that I cannot be helped since I owe Telkom cancellation fee.