Porting and new contract mess up

I was at Vodaworld Midrand yesterday and converted my mums prepaid number to contract. I had to do a sim swop as well due to the sim required for the new phone. I was told the activation and sim swop would be done within 2 hours. 3+ hours later and nothing happens, I called the call centre they told me its 24 hours. Left it over 24 hours and once again nothing happens. Now they tell me there's no sim swop request also on their side, so the consultant assists in performing the sim swop about 27 hours later. There after I see there was an sms that came through that my account will be debited with R200+ on 20/12/2015, so I called back to check why, because my account is not yet activated, there was no airtime allocated, but you guys are quick to debit my account. The consultant tried figuring it out what happened and the airtime allocation, and logged a call now for someone to investigate and get back to me. But first the activation wasn't done on time, the sim swop wasn't done at all, you ready to take the money out of my account but there wasn't any activation or airtime allocation and no one is sure if it's a pro rata airtime allocation and charge or the full amount