A very frustrated and annoyed Vodacom customer

My name is Morakane Petlele id number ********** 457088. I had been a top up contract customer with Vodacom with cell number ********** 336 for a contracted period of 24 months, after I recently lost my phone I bought a sim card in order to do a sim swap so I called the customer care line and I was told that due to security reasons I had to get the sim swap done at a Vodacom store. When I went to a Vodacom store in President Hyper, I was helped by a lady called Lerato and she told me that I actually needed to purchase a sim card that begins with four digits in order to get the sim swap done as my number was formerly a contract number. In the process of carrying out the sim swap request she told me that it couldn't be done and that she will send an email to customer care in order to fix the problem, and this shall take a period of 72 hours. This has been over 3 weeks since the first attempt to get the sim swap done but every time I go to the store the problem is not fixed and the sim swap cannot be done as customer care hasn't responded to the consultants email, namely Lerato. I invested a lot of money on a sim card (R100) and I would appreciate if Vodacom immediately fixed this sim swap issue as I am running out of patience. Like I said, it's been over 3 weeks since I initially went to the Vodacom store to get my sim swap done as I could not do it over the phone. Instead of getting my sim swap done I've been given the run around and it's sickening that a company like Vodacom does not attend to it's customers problems promptly and timeously.

Sincerely Yours, A very frustrated Miss Morakane Petlele