eSIM not activated paid but must go to a store to apply for it and pay again after I paid for it already

I did a eSIM swap on the Vodapay app on Saturday still waiting for it to be activated

But when I call vodacom today they said I must go to a store to get it done and pay for it

But on the app I paid for it already so why have the option available if you must go to the store and charge clients on the app for it I paid R 25.00 for it from the app