Telkom consultants lacks customer care

My partner lost her contract phone recently due to theft, she had since been trying in vain to get a SIM swap done, initially she was turned away and was told to bring proof of address (which is to me unnecessary), today she visited Telkom store In PMB with proof of address (her Telkom cellphone bill) and she was again turned away (as Telkom won't accept it). She then proceeded to the Bank to get a statement printed and she again was turned away due to her SIM card being blocked after she reported the theft incident to Telkom, a store assistance told her to go away and come back only when her number is unblocked by Telkom (She has to phone Telkom customer care and instruct them to unblock the number), now I'm wondering why a consultant wouldn't give her the phone in the shop to call customer care and then assist her with SIM swap thereafter? My frustration here is that they are giving her an unnecessary run around. Telkom lacks customer service and I will not renew my contract with them when the one I got expires this year.

Angry customer S'busiso Dlamini ********** 396