Poor Service at Vodacom

On the 03 Nov 2022 someone requested a Sim swap with my number, the very same day another I received message that says, 'I have inserted my Sim Card in another phone. I was unable to make calls on my number, when I was naking a call will get a message that says I am disconnected on the Service Provider. With the help of my sister calling Vodacom an Agent called Owen helped me to get back my number. On the 4th Nov I hot a message that R124 airtime advance was transfered to ***2. I called Vodacom and the lady that was helping me said the person who requested a Sim Swap maybe she/he requested via Tobi. I asked her about verification cause when I contact customer service I will first use my voice as my password and they will ask questions to do a proper verification. But she went on saying the person used Tobi and I told the lady that I am so dissapointed at Vodacom to use a system that will not do a proper verification. Then she went on saying I dont have a choice but to pay the airtume advance of which now is about R139. I was very angry when she was telling me that of which the negligence is on their side. I asked her to check the number that the airtime advance was transfered to, she said it is a Vodacom shop that can do that not on their side. She advised me that the IT Specialist will call me she has logged a query for me. And I got the message on the 5th Nov that says, 'Ticket number Reference No. A2-TJOQ-BCMUF has been logged a query'. And the Agent told me that I will get a call within 48 hours. On the 7th Nov I went to Vodacom Shop as I was advised, and I was told that they are unable to help me, the Customer Service can be able to see the person that is using the number that has transferred airtime advance. I was very angry and when I was trying to contact Vodacom Customer Service while I was at the Shop, I kept on receiving message that they are experiencing technical problems. Today the 9th Nov I received a message that says, ' Service to client Reference number A2-TJOQ-BCMUF has been closed', and no one at Vodacom that has contacted me. I need assistance on the query please. I can't load airtime, can't make calls on my number cause I am owing the money that I dont know, and the number that was used to transfer airtime advance is ***2.