not willing to help

I lost my cellphone and then got a replacement sim card yesterday at cellucity. The gentlemen was more than willing to do the sim swap, however I was pushed for time and advised him I would call Vodacom. I then called the call centre when I got home later and the lady that helped me said she could not assist me and that I would need to go to a branch to do the sim swap. I then called this morning and was given the same feedback by another agent (your website says you can do a sim swap easily, by either calling the call centre or going to an outlet) I called again later today and without any hassles, the agent, at your same call centre,who assisted me was able to do the sim swap. So I find it incredibly frustrating that I have to go through all this drama when your agents could infact have assisted me telephonically but were just not willing to do it. It is truly pathetic service that they are offering and maybe they should not work in an environment where you have to provide a service to clients, as they are clearly incapable of doing so.