I pay a premium for ****py all round service

I bought a Sim Card from Chatz Cellular Otteryto perform a Sim swap on one of my contract numbers. I called Vodacom on 135 and spent an hour on the line with three different people who have still not managed to process the Sim swap. I have been asked to go back to the store and when I asked to log a formal complaint, I was asked to do so in writing. I last spoke to Sydney Matutu who assured me he'd log the complaint but I am yet to receive the reference number. I asked to speak to his manager (Morne van der Merwe) but that can only happen on Monday.

I now still cannot use the Sim card and I am burdened with the admin to return the Sim card to the store, is this what we pay a premium for? It costs me more to drive to the store than the cost of the Sim Card itself!!!

I'm keen to see how this will be resolved.