Poor service(Woodlands vodashop)

I’m writing to express my frustration regarding an issue with my Vodacom account. I’ve been a loyal Vodacom customer for 12 years, initially on a contract and later switched to a prepaid number(for 3 years now). However when I recently visited one of the stores in woodlands for an e-sim i was told that the system says i have been on prepaid for 0months and because of that they cannot assist me for an e-sim.