Horrible customer service

On 25 October I visited the Vodashop Vredenburg in the West Coast Mall, to do a prepaid sim swap for my son. We were there the day before and found out that the sim was on my husband's name. We went the next day with the required documents to do the sim swap.I browsed around the store while my husband and son were busy with the consultant. After 5 minutes thet were still being asked loads of questions and I went over to them to find out what the problem was. The consultant advised that she was doing a security check to ascertain whether we were the valid owners of the cell number. I asked more questions as to why this was necessary because we had the id document of the person to whom the number was allocated to. She advised that the number belonged to someone else. I then told her that it was impossible as the number was in use up until 19 Oct and that when the phone fell, the sim was damaged and thus the reason for the sim swap. She then said that we need to prove that we are the owners of the number. She made us feel like ********s. She kept on saying that the device that was used is incorrect and the number was last used in June 2023. She made absolutely no effort to find out where the problem could be with the misunderstanding. She advised that we needed to go to the police station for an affidavit to prove that the number was ours. I then absolutely just lost it because she was not helpful at all. How can you have someone so unhelpful serving customers. You chasing your customers away. I demanded to speak to someone more senior and she went to get her manager. After explaining to the manager what was going on, she checked the system and confirmed the same about the wrong device used and when last the sim was in use. I told her that it was impossible, and she then confirmed the cell number with me, and it turned out that the consultant had entered the last digit incorrectly. If she had confirmed the number the first time when the information did not correspond, matters would not have gotten out of hand and to the point where the manager needed to be called in. She is *********** and unfit to deal with customers as she does not know how to ask probing questions to correctly serve her customers without turning it into a horrid, sour customer experience. Sales consultant 13-RAYMA001 you should be ashamed of yourself, you are a disgrace to your company and have let them down. What was supposed to be a simple sim swap turned in to a distasteful experience that makes me not want to have anything to do with Vodacom anymore