Telkom is nonsense

So 3 weeks ago I lost my phone. I went to telkom to get a sim swap, was told that my sim swap will be ready by the following day. That never happened, i went again days later and this was the feedback. According to Telkom: None of the guys at the stores and the call center are able to activate my sim card, they mentioned that my account is linked to y insurance and as a result, i need to wait for insurance to approve. Mind you insurance is also Telkom insurance. A lady at crest store gave me her email address after she supposedly logged a ticket for me to escalte. 3 weeks later I am still without a service for telkom. And worse part they will debit me like usual. My life has been affected so badly. I just want my number to be activated to that I can port to a new service at this stage I want nothing. These guys have no sense of urgency its as if they dont understand their mandate. Like a whole telkom cant help.