Complaint: eSIM Swap Issue and Poor Customer Service Experience

I'm writing to express my extreme dissatisfaction with the eSIM swap process I attempted on October 27th via the Vodapay App. Despite following the prompts, the SIM card didn't activate, and the subsequent experience with your customer service and branch staff has been appalling.

After waiting for 3 hours for activation, I called customer service and was advised to switch off my device for 24 hours. When the issue persisted, I was told to visit a branch, where I was met with disrespect and incompetence from the staff at Gandhi Square. The manager's attitude was particularly unacceptable.

I visited another branch at Southgate today, hoping for better service, but was met with similar incompetence. I'm being asked to provide an ID and proof of residence, which seems irrelevant to resolving the issue caused by Vodacom's failure.

I've been a loyal customer since 2007/8, but this experience has been a nightmare. I've lost R25, and now I'm being asked to pay R70 for a physical SIM card, which is unacceptable. My car was even impounded while trying to resolve this issue.

I demand a resolution to this issue and a refund for the failed eSIM swap. I expect better customer service from Vodacom, and I hope this complaint will be taken seriously.

- Account Type: Prepaid - Phone Number: ***

I look forward to a prompt response and resolution.