Very Poor Service

About 2 weeks ago, my phone was ****** but without wasting time I rushed to the Telkom store at Waterfront Mall in Bloemfontein to go do a simswap. When I got there I was told that I owe R127 and due to this they can't help me with my simswap. I was shocked because my number is a prepaid number so how the hell do I owe R127?. She explained that it might be from a contract I had a long time ago. But my question was, if it's from a contract I had, why don't they call me like any other debt collector to make an arrangement, why should they block me from doing a simswap on my number that I use for business, accounts, cellphone banking, medical information basically my whole life revolves around that number. Why should they block my prepaid number that has nothing to do with any debt I owe. Without even notifying me first.

I was told I won't be helped with the debt in store I have to call customer care. I've called customer care for the past 5 days, and I stay on the line for about 2 hours without any help or consultant answering. And according to the auto machine on the customer care line, the number that I want to simswap is indeed a prepaid number. And on billing they don't say I owe R127.

I'm frustrated, I need my number back. No one seems to want to help me, I'm struggling as my clients know my old number. I've kept this Telkom number for years now because I enjoyed Telkom. But their service is poor shame. Very very poor.