Customer service fail - Sim card Eastgate

My mom went in to the Vodacom shop yesterday at Eastgate for a sim swap from an old sim card to a nano card. She was told that at 4pm her old sim card would be deactivated and then the new card will be available. Time has lapsed and nothing is available. Phoned the call centre on her behalf this morning as she cannot call anyone, only to find out with limited information (as I am not the account holder), that a new card was never activated and on their system. Absolutely shocking, my mom is a pensioner and must now go back to the Vodacom shop, and wait another hour for service. What has happened to good customer service?