Cant do a simple SIM SWOP

Went to vodacom cape gate to do a sim swop on saturday afternoon. Said it would take 3 hours. Sunday morning went to vodacom tygervally and the salesman said the sim swop has been put on hold.

Please can you tell me why my sim swop is on hold? You are still billing me for something that you are restricting me from using.

Why is this so difficult? Terrible service