Telkom bad survice

Good day , i signed up a sim only contract with telkom and was assisted by Nonhlanhla mdluli. My sim was delivered last week monday and wednesday i found that this sim belonged to someone else. I then called in at Telkom, they said i should go to the shop at the shop they couldnt help they said it was an online application and can only be resolved online. After many many attempts to call online they haf to escalate the matter to higher power and gave me a ref. Number. Nonhlanhla only speaks to us with one email a day and thts it .she never calls to explain anything , if she sends an email today asking for ID number then you send it she will send another reply the following day to ask for something else. So even today im still waiting for an appeared sim only contract