Customer Service slow response

I would like to lodge a formal complaint regarding the service I received from last week Tuesday (13/05/2025). I bought a 7 day whatsapp bundle and it wouldn't connect, didn't week. I called 135 from phone to customer care to enquire about this. I spoke to a lady, I don't quite remember her name. She told me to refresh, switch off, flight mode...all I could to try and refresh the phone. But all that didn't work. Same evening she called me around 17h30 and told me she would do something in the background to help connect the phone. She asked me to switch my phone on/off for a certain time and I did. After switching the phone on it read "emergency calls only" meaning I was totally out and cannot receive calls even. I used my mom's phone to call customer care back as she uses the sane network. I spoke to a different consultant as it's impossible to get the same consultant each time you call. He told me that the Sim card has been damaged and cannot work anymore. At this point, I am frustrated, told the consultant that this is the only number am using and am currently unemployed and uses it for application and also calling. I cannot afford to be off the radar. He told me the only solution is to fo a sim swop, get a vodacom card. The sad part is that as I am unemployed I cannot afford to go anywhere every cent I get is for applying. But the consultant was adamant to help me should I not get a Sim swop.

The following day on Wednesday, I asked my mom to assist and I went and bought a new Sim from Shoprite. Came back and called the customer care line again and spoke to a consultant and we proceeded to do a Sim swop, was told not to insert the card until a particular time (4h30, i think)for the Sim to work. I did all that at the agreed time, but alas, still " emergency calls only" . Called the consultant back again and explained the situation, was told the Sim swop failed. Asked why? Couldn't get the right answer as one of the reasons was 'I should have inserted the card, leave it in for the duration until I switch on at 4h30' Didi anyone tell me? No. My frustration have reached it peak. Solution now was I have to do another Sim swop. With what money? I don't know how many times I called. I even asked to escalate the issue to a manager or team leader with no joy.

I somehow hustled money and went to a vodashop to do a swim swop inside the store. Went to Umlazi Mega City vodastore. Explained my situation fir the 100th time, the consultant well did what he did, gave me a new Sim card to insert and switch on at 4h15 as I did the swop at 13h15, 3 hours after. I did, lo and behold, still it didn't work, was close to teats now. Called the customer care line and asked to speak to a Lorni, whom I spoke to the previous day, apparently she is the team leader. Couldn't get her, got another lady. By this time am angry. I explained to her my situation again, she checked on the system and told me this sim swop has also failed. Why? Was told at the store they gave me a wrong Sim card, contract Sim instead of prepaid? Whose fault is that?

The solution was to wait 48hrs for them (consultants) to check what could the issue be and try to fix the problem. The lady was going to call me back on Saturday at 11h00, by the way no one called me back. Tried calling back on Sunday to find out the status of my issue but nothing. Regained my connection back on Monday afternoon around 3 or 4?

I am not happy with Vodacom service. I missed a job opportunity because of it, I also lost my 7 day whatsapp which expired before I can use it. Hasn't not be for my application, I would have changed my network altogether. The pain of calling 100th times and explain to different people the same story amd still getting no joy, is not nice. This has been the most painful experience I have ever had.