Telekom - really!!!!

I have spent my time and money on the phone and at Telekom Direct, I sent an email to their escalations department (***) to which I received an automated response on the 26 May 2020 and almost a week later no one has bothered to respond, we realize that Covid 19 has had an effect on their operations but really they are beginning to make me feel as the struggle my parents fought to ensure that marginilastion based on my colour or economic background is a thing of the past. I may only be a small prepaid data customer but I can almost guess that Telekom customer base is filled with customers that want to be heard and helped. I am still trying to get an itc number for my phone, but I am being told that I am failing some security check. Why is Telekom putting sim cards out there that are according to Telekom not legitimate. How am I to know that? As far as I know I have done no wrong or ******* yet know one is willing to tell me how to alleviate my problem. There must be a way, I can't comprehend that a company the size of Telekom with their resources are unable to tell me how to correct this problem, I work hard for what I have and in todays economy making ends meet is virtually impossible if I am working hard to be able to afford to pay the insurance on my phone why would I purposefully do anything to cause all that to go to waste. This is truly unacceptable.