My contracted number was allocated to another customer as a prepaid and Vodacom dont seem to want to help resolve the issue

My contracted number was allocated to another customer in December and when I phoned Vodacom I was given an SR on the 1st of January and today on the 11th of January I call them and they are telling me my case is pending, it has not been assigned to anyone. I cant use my SIM card as they have blocked it whilst I am paying for it. I was referred to solutions team and they are telling me they want me to send documents but they do have my documents on the system. why cant they just resolve my issue so I can continue using the service I am paying for monthly. Why was my contracted number allocated to someone else. I am transferred from one call centre to another . I need this issue resolved asap, it is very frustrating having to be begging for the services you are paying for.. SR given 1- ********** ********** .