Bad service

My mother went to a Vodacom store today to do a sim swop, she has a contract with another vendor and because of this she was told that she cannot be helped, she needs to contact her vendor and request permission to do the sim swop, when contacting the vendor she was then told that Vodacom needs to contact them and they will give the go ahead for the sim swop, unfortunately the people at Vodacom refuse to do this. Funny enough we have done a sim swop before at another Vodacom shop and we were assisted with no hassles, so what makes this particular store special? Its sad that she has to do the run around for something that can be easily resolved at the store with no hassles, I suggest your people at Vaal mall get their act together and start giving people a proper service. Shame on them