Telkom is a useless service provider

So I app**** for a contract data Sim card. One of their agent by the name of Rensha Pillay (BM 6056) called me, approved my order using my ID number. She then organized delivery and the SIM card was delivered. However the sim cards are still not activated, it's been more than 3weeks now. When I call the customer care number, they say they can't pick my ID number on their system.... how possible is this? Telkom so useless. They wasted my time and I still don't have what I app**** for. The next thing they will be debiting my account..