Bad service delivery from Vodacom

We moved from Cell C to Vodacom three years ago for our son. With great shock we realised that our son cannot receive any telephone call or SMS from any other service provider except for Vodacom as Vodacom did not complete the rerouting service of the cell number. Emmanuel at Vodacom Store at Mall of the North in Polokwane have been trying to assist us with no success as the help center requests him to send email after email but nothing is done. In the meantime our son cannot have his new bank card delivered as the bank needs to make contact with him on his phone. He also cannot receive any OTP's. This is truly frustrating.