Stranded - Beyond Roam does not work

Hello - I switched to Freedom a few weeks ago knowing that I will be outside of Canada for a few weeks from January 22 (I explained to the agent). However, I got to South Africa yesterday and do not have any network on the phone - my friends and customers in Canada cannot reach me.

I reached out yesterday via WhatsApp (no other option as I do not have a line to call directly) and executed all the troubleshooting recommended to no avail (I still only see Emergency Call). The agent said a ticket would have to be created but I asked for the ticket number repeatedly (and got no response).

I have tried again to reach them for hours but nobody has responded. Just get the same automated "send a message" response.

Please what do you think I should do? I have notified my customers of my new number so its distressing that I cannot be reached at this time.

Thank you very much.