2 Hour hell with Vodacom - converting from prepaid to contract

I ordered a new phone online, suing their webiste on 21 October 2019. When trying to convert a prepaid number to be used on new contract on their website, it says that the number is not registered to the ID number. When I was called to vet the application, I asked the consulant who was assisting me if I could convert my current prepaid number to the new contract I had app**** for, she said yes and that she would change it on her side, so that the number I had given her would be used for the contract. I also asked for her to include insurance on the phone, which she also said would be included on her side.

I received the phone 2-3 after the above call, to my horror, with a new number. I immediately called customer services, to enquire about how I could rectify the problem. I was told by the consultant who assisted me that she could not do on her side and that I needed to go my nearest outlet, where they would be able to assist me and that I needed to let them know what I wanted to do, as the mistake on Vodacom's side not to follow my instructions.

I further went to go in store to an outlet at East Rand Mall, which is the closest to me, as instructed to do by the previous consultant. When I got there, I was told that they are unable to assist me becuase they only deal with queries or problems to their specific store. I was then told that I need to call *** for assistance.

I was by this point super frustrated because I'm not getting any assistance and just being told to go here and there, when I do as told, I'm redirected to another department, who directs me to another one, to another one, but no one is actually solving the problem that I want solved. I called the *** number and told that they cant do what I am requesting.

Saturday 2 November I called customer services, was directed to online sales, to direct sales, to online sales, to direct sales, to onlines sales, back to customer services, on a call that lasted almost 2 hours, with stafff hanging up the phone and redirecting me between departments and "Sorry, we are unable to assist. Let me redirect you to this department." At one stage I was told, sorry are unable to assist you because we can not do that, it means we need to cancel this contract and apply for a new one, which will probably decline and also affect your credit score, which lo and behold, it did!! I was also told that the phone I was looking for was out of stock and I would need to wait for it, if I re-ordered it..... I was also told that my new number was recycled and reflecting under someone else's name!!

Please tell me Vodacom, is this what makes you the number 1 service provider, when your consultants give me incorrect feedback from the get go and now I must sit with an additional number that now means I must constantly be switching between 2 sim cards, becuase no one did what I requested in the first place??