Sim swap debacle

I went into a Vodacom store to do a swim swap. I waited 4 hours, inserted the new sim and the phone said emergency calls only. I called the call center and was told no sim swap was done. It was done via the call center. I was told to wait until 12 the next day. Again nothing. It still reads emergency calls only. I called Vodacom again. Was told the only person that could assist was the operator that assisted me. I have a contract and the phone is used by my 85 year old mother who now have no access to a phone. Nobody can assist me it seems. In the interim Vodacom will be charging me for the contract despite the fact that we have no access to the phone as Vodacom is incapable of doing a simple sim swap. Is there anyone I can speak to besides a call center operator that can actually help. My mom has been without a phone now for a day and a half.