Telkom Emergency Top Up Service not working

I've been trying to load the telkom emergency freeme data on my phone since friday 20 November 2020 with no luck I do everything as directed but at the last and final option picked I get the message "We are currently unable to process your emergency Top Up Service request.We apologize for the inconvenience. Please try again later."...it is now Tuesday 24 November 2020 and every time I try I'm still getting the same message and when I call into customer care it's as if they only started having the problem on the same day that i called them and they tell me they will log my fault and try to sort it out so now my question is what's the point of having an emergency top up service if it's not going to work for so long?...what happens to a person who may be in serious need of the service but has no way of getting said service cause it does not work what if I'm stuck somewhere and the only way of making a call is actually loading emergency airtime or data but because it doesn't work I can't then what I understand that there is no business without it's setbacks but at the same time how can it take so long to sort this out?