Bad customer service

Can vodacom not just put it clear that Sim swaps should not be done through the call center? I called 3 times to do a Sim swap and I was told that it will be active after 2 hours on the 1st call with Michael. I called the 2nd time and the guy's service was completely full of attitude and unwillingness to assist. He confirmed that the no Sim swap was done on the new Sim number I gave. The 3rd time I spoke to Kensani Masingi who assured me that the swap will be done and I should check after 3 hours. The swap is still not done. Kensani told me that she can't give me a call reference because there isn't one and there's no way she can assist with that. She said that there was no team leader that can assist as well.

How does vodacom tell us that all calls are recorded yet they can't provide a ref for a call to a customer? Is vodacom lying to us or they just hire people who are not interested in assisting a customer?

Did I get such a service because I am a prepaid customer? The are instructions on how to do a Sim swap are on the new Sim card that I purchased. If swaps cannot be done on the phone, is vodacom feeding us false adverti*****ts?

I am a vodacom customer. If my swap cannot be done through the call center for some reason, should I not be given a straight answer so I don't keep putting effort about the same thing? I think I made my effort, but how much more?

To the public at large, how many people are being denied by vodacom to perform Sim swaps? Or is this vodacom trying to get people to go to Vodashops even if it's not necessary because they are running out of business? I bought a Sim card and RICA it. After 24 hours it will be allocated with a new number. Will that be a waste of my money and time? Will I have to do the same thing again? Or am I just a prepaid customer, no one important?