Incompatant service

I have been a loyal Vodacom customer for years now but this is what's been happening to me. On December the 8th my phone was ******. I went to Vodacom Galleria where i filed an insurance claim and asked for assistance with a sim swap but no one could give me an answer as to why i couldn't do a sim swap. After going back and forth between the 12th and 16th (already cutting my holiday short by 5days) they then managed to tell me that my account was in arrears (after i explained that i could not access my internet banking to pay without my phone number). I then paid my account at the vodashop, purchased a new sim and left for holiday. On route to my destination i was assisted by Vodacom customer care to do a sim swap which also failed as after being a customer for so many years they did not have a copy of my ID on file (unfortunately i did not have my ID on holiday with me). When i got back from holiday i went back to Galleria on 4th January (a different shop this time as Vodashop was unable to help me the first time) and had them upload my ID to the system. It is now the 10th of January, 4 days later and my ID has still not been reviewed by the relevant parties in Vodacom which means no sim swap for me. So nearly a month later I still do not have a phone (due to insurance claim still not being processed) or sim (Vodacom not having a copy of my ID after years of being a loyal customer). So my predicament is that i am paying for a contract that i haven't used for a month due to Vodacoms incompetence (also not sure how many business opportunities where missed due to not having my number) and paying for insurance for a phone that i do not own also due to vodacoms incompetence. So after all of this i have come to the conclusion that Vodacom Customer Care and Vodashop Employees does not CARE about their CUSTOMERS at all.