Telkom - Common Sense? Dololo!!

I honestly have no words to describe what my experience with Telkom has been. So I lost my LTE sim card and I went to Telkom in ****arney to do a sim swap. I get there, with everything required in hand, then suddenly I am told my account has been flagged for ***** and that they are not allowed to assist me. Fine. I ask them what ***** is being investigated and why was I, the account holder, not informed that someone was perhaps trying to access my account **********ly or that my account is **********? Also, they have been debiting my account, sending me messages to register for a Netflix subscription but failed to contact me to advise that my account is being investigated for ***** and I will not be able to access it? Nobody could give me an answer as to who I should contact to follow up on this and enquire about said investigation. Why debit MY account if you are under the impression that I am committing ***** and then not notify me of it on top of that? I am honestly dissatisfied with this and then upon wanting to cancel my account, seeing as it is flagged as **********, I am told I will have to pay penalties for cancellation and the cancellations department will advise how much I need to pay still in order to cancel. I was baffled. If my details were used **********ly and if I wanted to cancel said ********** account and suddenly get told about cancellation fees, why would I have to pay for something I did not want in the first place and for something that was **********ly acquired from me??! I would be losing my damn mind!! So yes, if anyone at Telkom can make sense of this situation, please contact me.