Simswop can be better managed by Telkom

I have an account with Telkom which has been converted in a Simcard phone from the regular used account. I live in Thabazimbi and the Simcard was not working properly anymore. My simswop had to be done in Brits, Pta or Rustenburg. Due to covid restrictions and I did not do the simswop. It's been 4 months not using the phone and also not paying the account. On Friday I was in Boksburg but they did not want to help me unless the account is paid in full and I had to wait 24 H for the payment to register. I feel unhappy and not prepared to pay the arrears for not using the phone. Telkom is also not assisting in helping to solve the problem.