Telkom don't accept a Telkom Account (with Fibre to home address) as Proof of Address

I need to cancel and replace a sim card for 1 of 3 mobile numbers that I have on a Telkom account together with fibre to my home which address is on my Telkom account. When I moved my mobile services to Telkom from Vodacom in December 2022, my Telkom account for the fibre was acceptable for the proof of residence. On Tuesday 9 Jan 2023, I went to Telkom Norwwod Mall twice and spoke to Lolly Mthemba on the 1st occasion and she said they needed proof of residence, and that Telkom don't accept Telkom accounts which is the only proof of residence that I have. I said to her that I could not provide anything else and the went home to get a copy of said account. The 2nd time, I saw Shawn Govender and he said the same thing, so I asked him to escalate to management, so he spoke to Lolly who again refused my Telkom account. I requested escalation to her manager and was told he/she was in a meeting, so I asked for that manager's superior and was refused. I left and called 10213 and after advising of my problem, the person verified my account and took my details at about 15h00 on 9 Jan 2024 and said that her manager would call me within 24 hours which did not happen. I called 10213 again today, 10 Jan 2024 at 14h00 and spoke to Nomphilo and gave her my details including my contact no. (as on my Telkom account) as before and was then cut-off. As my call was not returned by 14h15, I called 10213 again and spoke to Wayne Chili and as above, gave all my details and he said that he would push his manager to contact me as soon as possible. Up until now, 21h35, none of my calls have been returned as promised. The number for the sim that I have been trying to replace since Sunday 7 Jan 2024 is the primary number for business for accommodation, so I have not been receiving any calls since the sim was misplaced on Sunday. In my formal employment, I often have to provide proof of residence for our companies / Shareholders / Directors and the Telkom accounts have been accepted by all parties concerned.