Poor Customer Service - Untrained Consultants

I lost my phone recently and needed to conduct a sim swap. I went to Vodacom Shop (PAN Mall). When I eventually next in the queue, a lady assisted me. She took my ID and scanned it. She then advised that there was a ***** alert on my account. Mind you, the message on the pc (which she showed me) also stated that the customer needed to go into any Vodacom shop for further assistance with their ID. I had my ID but the consultant told me there is nothing she can do.

Went back to work and called Vodacom customer care. The customer care agent informed me that the store needs to assist. I made my way AGAIN to Vodacom Shop (PAN Mall). Lucky I got assistance from the same lady. I advised her of what Vodacom Head Office said and that is when she called her Supervisor (Lady with tatoos) who approached me (already with Defense up) and told me the following, "There is nothing we can do because even our landline is not working". The consultant was busy calling Trade Partner Support when electricity went off. The same supervisor lady chased every customer out without any explanation.

I doubt I would want to deal with this Vodacom shop again. The sevice they provided me was not inline with Vodacom Standards when it comes to Customer Support.