Bad service can't even help with a sim card

I struggled with a debit order with Vodacom leaving me in arrears went to do a payment cause debit order jumped twice. Lost my sim card and Vodacom is not willing to do a sim swop what load of **** is that? Sales consultants tells me I can come back and do it but when you phone the call centre it says no? Are there double standards I paid for this contract why can't I get my nr back? That is my daughter's nr and she needs the nr ive never heard of this ****pie before