Telkom Business wants no business

We recently upgraded our business LTE package with Telkom Business. Even that was a total disaster because I was told twice by the call centre that I had to go into the store to do it. Finally (after I requested a cancellation) I had a call from a lady who informed me that business clients don't need to top into the store and thus she helped me with the upgrade via email. We received our new router and SIM a week ago but the SIM is still not active. I have mailed the sales rep at Telkom about 5 times and still no response!! Why is Telkom's service always so pathetic?