Self-Service RICA is a PLOY to get more customers & Customer-Care service is POOR

You're supposed to be able to "Self-service RICA" with Vodacom, however the system is exceptionally buggy! When I eventually got to input all my details and reached the end of the web-RICA process, it told me that I need to contact customer care (I assume that this is because I previously had Vodacom contracts which are all cancelled now, so I already have some sort of profile with them). When one calls customer care, you have to guess which option to pick which MIGHT eventually put you through to an actual person. I got through to customer care in a round-about fashion via an entirely separate call centre. This was not a user friendly nor intuitive customer experience there. Then, once I got through to customer care, the woman didn't even want to hear me out before dismissing me and telling me to go to a contact centre. In the midst of the second wave of COVID-19 and being a high risk individual this terrifies me, but there was zero concern from the call centre agent. She said I have to go in to a store to resolve my query... What, pray tell, is the purpose of self-service, when (in the event of the very slightest deviation from a standard customer) you will be sent to a mall?? So disappointed with Vodacom. This level of disappointing service has unfortunately become a norm from all network operators in SA.