Poor customer service

I am not impressed at all as my LTE Sim blocked and now needed a pk number, I called vox and one guys promised to inform the manager and send me the puk via sms.days went by and I called again and another guy told me straight that he does not know where to puk number but instead advised me to call Telkom. I got a shock of my life when I was told I can't be given puk number because the information I am giving does not correspond with the information used to Rica the sim card but vox keeps debiting because they don't see any problem with my account, where am I supposed to get assisted with Puk number?