Difficulties with eSIM swap

Vodacom complicates very simple processes and they have poor customer support. I lost my phone last month which had an eSIM number ***) which I have been trying to get activated on the new phone. I was told to go to a Vodacom Shop and had to buy a SIM card and insert it on another phone and then do a SIM swap from plastic SIM to eSIM. But now I cannot do the sim swap from the plastic SIM to eSIM, Vodacom is not allowing this to be done on their app and over the phone. Having to go to a Vodacom Shop twice just for a SIM swap in 2026 when technology is so advanced is just crazy, please do better!