Vodacom, Edgar's and Jet make swim swop difficult

I've been struggling to get a swim swop for a week now. Vodacom told me I need to go to Edgar's cause it's a contract with them, I went to Edgar's last Thursday, they logged my call and gave me a reference number ( ********** 804297) and said I should expect a call in the next 48 hours.. Until today I haven't received any calls and my swim swop hasn't been processed... I went to a jet store today to follow up, no one in the shop could help and finally some rude lady told me the store phones aren't working so I should call them myself.. She gave me the number and I called... I was on hold for a good 5 minutes and my call was dropped