Sim replacement nightmare

Last year, my SIM card was lost while in use by my daughter. She contacted your call center to request a SIM replacement, but she was unable to answer the security questions and was advised that I, as the account holder, needed to visit a Vodacom store in person.

Since then, I have visited multiple Vodacom stores, including Baywest, Walker Drive, and Greenacres, several times. Despite numerous attempts, I was not assisted. Each time, I was told I would receive a call back to resolve the matter — but I never did.

As a result, I have continued to be billed for a service I have not been able to use for many months. This is unacceptable.

I am requesting the following:

1. A full refund for all charges incurred since the loss of the SIM card, as the service has not been used.

2. Immediate cancellation of the SIM plan