Poor service Vodacom

After upgrading my contract online, and receiving the goods, i requested a simswap via the call centre on 20th feb, after which i received a sms saying due to security reasons the simswap will be processed @ 6am the following morning. The evening of 21st Feb i receive another sms saying exactly the same as the sms of the 20th. On the evening of the 22nd, after still not being able to use my new device, because of the simswap not being processed, i call the call centre (082111), just to be informed that the simswap was cancelled, for a reason they do not know, and they do not know by whom, and they are now unable to help me. I must go to the nearest Vodacom shop for the simswap. "So what's the point of the online upgrade?" They also cannot tell me if i now have to pay for the simswap or not. Shockingly poor service from vodacom, must admit, i did not expect that from them...