Proof of sim swop received - still no service

I requested a sim swop since my daughters new phone used a different kind. This was done on the 25th of Feb. I received an e-mail confirmation that the swop was done early morning on the 26th of Feb. Followed by an e-mail stating the case was closed. I called numerous times, the old sim card still works, the new one does not, getting responses from 'No sim swop done' too 'Matter escalated to back office staff' and so on. 7 days and still no service on the new card! I again called this morning, could not get hold of the relevant department, call got dropped, called again and was on hold for 20 minutes before I decided to end the call. Unacceptable Vodacom.