Failed security questions

Upgrade of 24mnth contract of wifi router was done instore. Two days later I am still unable to access internet on computer. Tried calling the CUSTOMER care line to determine why but unfortunately I am not who I say I am as answers to security questions such as provide my ID number,address,name of my bank and such details are incorrect???!! Hence I 'cannot proceed any further' with my query. I am advised to make a trip all the way back to the store. What it the point of having this call centre if they can't even assist. I am now sitting with this useless gadget waiting to get a chance to head back to a store. However when the contract was renewed instore I was told I just had to insert the sim card into the new router and continue as normal. Well there again someone obviously does not know what they are talking about. Poor service and wrong advise from ill trained employees vodacom.