frastrating and poor customer care function

I tried doing a sim swap, using a friends phone today and I dialed 111 to speak to a consultant so I may proceed. What a waste of TIME. First I got disconnected twice and only got through on the third attempt, secondly once I finally got through, they kept on repeating the same thing over and over and over again. The process is not clear at all and often cuts you off and then you have to call back again. and once i finally got through to a command saying press 0 to speak to a consultant, i had to repeat \At Vodacom my voice is my password"about 5 - 6 times. I was sitting in my office with no noise in the back ground so I don't understand why I had to repeat myself so many times. Finally i got through and the consultant was not friendly either"