Lost my airtime due to incompetence

AGAIN me and Vodacom. I have been a Vodacom customer for more than 15 years. Today my phone gets ******. I struggle to get through to customer care and because of that, I lose ALL the airtime left on my contract. I finally get through and the call center tells me that I can buy ANY sim-card and have it swapped. I go purchase one for R10 and then get told I must go to a Vodashop and PAY R68 to have it swapped. IS THIS HOW VODACOM REWARDS LOYAL CUSTOMERS!!! I get ****** and have to pay even more!!!