eSIM swap failure

On the 2nd of November, I phone the call centre to find out which Vodacom store I can visit to do an eSIM. Spoke to a guy who was helpful and advised that there was no need for me to go in store, I could do it on the Vodapay app. He guided me, I was able to purchase the code and the eSIM process started as I was doing a swap from physical sim. I was advised that the sim swap will take 3 hours, I will need to scan the code and proceed with the process.

3 hours later I do as instructed, I get an error, I phone the call centre, using a different line coz at this point I do not have network, i am advised to go to the store, I go to Northgate, when I get there, I’m told they do not assist with prepaid eSIM issues.

I head back home and phone again. I stay on the phone for almost an hour if not more, trying to get assistance. - The first agent said they can’t assist, transferred me to the Vodapay department. - After holding, the call goes back to the normal contact centre and I’m advised i wasn’t transferred to the correct department, however the lady tries to assist me. She guided me to chat with someone on a Live chat via Vodapay app. - The agent was the most unhelpful person who told me there’s nothing he could do, I should head to a Vodacom store, he didn’t care when I told him I’ve been to a store already and was told I cannot be assisted. He firmly insisted that I must go to a store, didn’t even answer me when I asked which store I should rather go to since I was turned back from the one store I had been to earlier. - I make my way to another store, Cresta, I find someone who tells me that they cannot assist me. Now this is the second store I’ve visited on the same day, no assistance still. The guy tells ne that I should rather do another simswap to a physical sim, then I should try the eSIM swap the next day. I do as advised. - I try getting assistance again via live chat on Vodapay and a lovely lady offers to phone me so she could speak to the people from the Cresta store. She then transfers me to someone from the customer care department and a helpful guy speaks to the guys from Cresta and they agree that the solution is that I indeed swap to a physical sim them the next day do the eSIM

After all this back and forth, I request to speak to a team leader who I expressed my dissatisfaction regarding the whole situation. I advise that this whole thing had cost me money (petrol I used to go to the stores as advised by your people, the airtime I used to stay on the phone for over an hour, the amounts I paid for these simswaps and the most valuable thing no one can replace, my time). The team leader/manager I spoke to acknowledged everything and said that on the 4th of November, I was going to receive feedback and how I’d be compensated. Today it’s the 16th, 12 days later, there hasn’t been communication, follow up or feedback. Now tell me how does it work? Is it a Vodacom thing that everyone is unhelpful from top to bottom?