Locked out of Vodabucks – No notification received

My SIM card was locked while I was working at Vodacom. I later lost the SIM and did not request a SIM swap because I was previously informed that I would not be able to do one on that number.

I have continued using my Vodabucks normally through the VodaPay app and currently have over 1500 Vodabucks reflecting on my profile. However, when I recently attempted to redeem them on Vodastore, I was told the service was unavailable.

After requesting a call from customer care this morning using a different number, I was advised that I would need to return to the specific branch in Johannesburg where I previously worked in order to perform a SIM swap.

I am now a student living in a different city, and it is unreasonable to expect me to travel to Johannesburg simply to regain access to my number and Vodabucks.

Additionally, I did not receive any notification on the VodaPay app warning me that I might lose access to or forfeit my Vodabucks due to SIM restrictions, as I still got notified when a certain amount of Vodabucks where expiring.

I am requesting assistance with either a SIM swap or migration of my Vodabucks to another Vodacom number as I cannot afford to lose so much Vodabucks.