Terrible service

I lost my contract sim card about 3 months ago, but everytime I go to a Telkom shop to do a sim swop I get told they are offline, I do not have time to get to the store everyday as I work 8-5 everyday, about 2 weeks ago I went on a Saturday to the one in Pinetown I was told they offline, last week Friday went to Hillcrest I was told they said to offline, I have been paying for these months and I had not had access to use the sim card, clearly I will not get this sim card, I would like to be refunded my money.