Telkom SmartBroadBand 10GB Deal IS A NO Area

Good Day South Africans please do not take out a contract with Telkom for a wifi rooter, my sister the Smartbroadband 10GB three months ago...the roter was delivered a month ago with no sim card.....she has been sending countless emails for assistance and she was told to get herself a sim card, but the deal she took specifically said a sim card will be provided and be delivered with the wifi rooter.....she is being billed for something she is unable to use. Can Telkom provide urgent assistance or can they cancel and refund her the first installment they took from her. PLEASE,