unsatisfactory service

I went to Telkom the 18th of May to upgrade my son's cellphone that is linked to my Telkom account, Mr Lottering gave me another sim as the old one broke,had to do a sim swop,i only recieved a sms Fri the 22nd but simswop was unsuccessful as sim is working as prepaid not on contract,as the contract is costing me R799-00 /month the sim to me is useless.I have tried many times to contact Mr Lottering by messenger as there's no phone in the Telkom shop.I live in Port-Alfred & cannot make a 150km trip to Port-Elizabeth because I don't get help from this person, I've tried everything & I'm now at my whits end with this whole situation, from the 18th of May I've tried desperately to sort this out,please help me get this sim to do what it must do!!!!