Terrible service

I have a contract with Telkom which is a one year old, now my sim card says Emergency calls only. This started on Sat and yesterday i went to Hyde Park Branch where i was assist by Siya Jele, he gave me a new sim card and told me this should be fixed. Today i sent an email to him advising that this phone is still doing the same and other networks are working when i insect them. I called him after not receiving a response from him and he told me that he will speak to his Manager and come back to me that i should give him two hours. This call i made was at twelve and now it is four hours and have not received any feedback from him. Was he not trained on keeping the customer updated of the query at hand, now i should call or send him an email that he will not even acknowledge receipt of? I need help urgently.