Angry and unsatisfied daughter

I purchased a cell phone and a new contract a Christmas gift for my father last year at incredible connection centurion. After giving the phone to my father on Christmas eve, I went with him to vodacom Rosebank to activate a sim swap. The lady there told us that it could not be done as the contract had already been activated. She suggested an e-sim be activated, but could not do that for us as they were offline. We then went to another Vodacom Centurion Mall @ Reds were we were helped by Warren. He assured us that it could in fact be done and activated the account, he was extremely distracted and seemed to rush the process. He said that my father's old number would be deactivated, the QR would be sent to my mail (the account holder) and using that we could activate the e-sim option on the device. We received the QR code and attempted to activate it, but it then asked for a code which we did not have. We went back to Warren who then reset "something" and resent the QR code, an OTP was sent to the device and the e-sim was activated. Nothing has worked since, my father cannot make calls on the previous sim or on the old one. My father went back to Warren this week and he said that I should call him at 2pm on Friday, which I did. He said he couldn't talk and would call back in 5min. Which he did not do. My father and I have tried numerous times to call him and the store to sort out the issue with no avail.

I have emailed and called vodacom customer care numerous times requesting assistance, requesting the initial cell phone number to the contract, requesting invoices for the payments I have made. With NO avail.

What am I supposed to do when the silly bot on the phone or via WA cannot help me and nobody in the stores seem capable or even willing to assist? We have no idea how the e-sim situation even works and why it's been so difficult to just arrange for a normal line as I was promised and am paying for?

This kind of service is exactly what's wrong with this country, everyone wants your money and does not deliver on promises made 😑 I'm at a loss!