New line addition charged more

Since July I have been trying to get a contract for my wife since I closed the one she used. She wanted her original number from telkom and could not change. I tried to port the number calling vodacom, didn't work. We went to Menlyn to port and get a contract. At Menlyn (29th July) I explicitly told the guy I want to port and open a contract with the number. The guy did it but said we have to wait b4 we open a contract. Ok, porting succesful. When I tried to open the contract online or through Vodacom sales, it didn't work. After multiple attempts, they said I have to go back to the store. We went back and the guys told us it was not ported correctly and logged a call via the back office. They later called me and said its done I can proceed to get a contract. I tried again several times online but it didn't work with the same results to go back to the store. Yesterday we went back to the store and it worked. However, on my current exact package, I didn't pay activation fee and CLIP. Why do I have to pay for the added line? Understanding its a store but my original intention was online to avoid these fees. From where I stand, I am inconvinienced big time as I called multiple times, I drove 3 times to Menlyn Mall and I didn't want to but was forced to go back to Menlyn. My wife has been inconvenienced and I feel neglected and think Vodacom doesn't care... Called their activations satisfaction department and the lady told me straight, I can't help you. Is this the service I recieve as a customer who primarily uses Vodacom for all communaication? I have been spending R500+ per month on the network for the past years and now I have to pay for something that inconvinienced me?