Uneducated staff and poor internal communication

Telkom really needs to train their staff properly to prevent unnecessary delays. My cellphone was ****** and I needed to do a sim swap on 17 April. The 1 April debit order didn't go through and I was told that i needed to pay R699 which I did and reflected in Telkom's account on 19 April. As of today the sim swap has still not been done. Apparently due to it being a Telkom mix contract and they have to email another department. Emails were sent on 28 April but still no luck. I find out today that there is an outstanding amount on the R2.3k. However, the monthly debit order of R1k didn't go through on 1 April but Telkom debited my account for R1.4k on 15 April.