Not Impressed

I have been trying to do an esim swimswap since December, and every time I went to your stores in Cavendish, which is the closest tore to where I work, I was told the system is offline, I went again yesterday, and a lovely lady named Dani assisted me yesterday and was also very patient but we could not proceed as the sim card was restricted and I had to contact the help desk. I got through after holding, and the agent who assisted me put me on hold until the line dropped. She never called me back, and as someone who has worked for Vodacom Customer Service, I know that first call resolution is very important unless things have changed. I went back to the store this morning, and Dani was not there, unfortunately, and the lady who assisted me said she could not assist with making the call and I know all the store have landlines as I have worked for Vodacom before. I'm deeply disappointed with this, as this is the second time I have had such issues. I ended up losing my number the last time, and I'm afraid it looks like I will experience the same issues as well and I think I want to move my number to a different service provider but I have already paid for the eSIM swap!