Onenumber deactivation

Could you please assist with the following:

On September 1, 2024 I went to the Vodacom shop in Irene mall because my onenumber was stuck on my iphone. I spoke to one of the agents Juanton and he immediately logged a ticket to see if the IT department could assist. We were going back and forth with this complaint and it seems nobody could assist at the IT department. Juanton again logged a ticket twice and no success. Then on Friday September 6, we again logged a ticket and then I got an sms on Monday September 9, at 12:44 see below from Rafiloe Seobatse: Your Service Request 5-36128****77564 is now being processed by Refiloe Serobatse who will be in contact with you shortly. Your service request should be attended to by 2024-09-12 17:00:00. Visit https://bit.ly/2SswlkR from your phone. Thank you, Vodacom Then later that same day I got this sms see below: Dear Customer, With regards to your query with ref number 5-36128****77564. Please note that your service request is still in progress and is being addressed. Visit www.vodacom.co.za/help from your PC or cellphone. Thank you, Vodacom Then later that evening at 21:22 I got this sms, see below: Dear Vodacom Customer, we are optimistic that you enjoyed the service experience. Your query with ref number 5-36128****77564 has been attended to. Visit My Query: https://bit.ly/2SswlkR to track the progress. Your continued support as a loyal Vodacom Customer is highly appreciated.

Up till today the IT guy Rafiloe Serobatse hasn't contacted me and the onenumber is still stuck, see below picture. Image.png

Is there maybe somebody that knows what to do at the IT department that can sort out this problem.

The Vodashop Irene Mall has now tried everything to assist me