Sim Swap Issues

On the 19th December I did 4 sim swops, of the four, one sim did not activate. A call was made to the call centre where we advised to leave the phone off for 4 hours and to check later if it had been activated. A number was given to phone in case it did not activate. I duly called this number on Sunday morning 20th December and was advised that I must return to the Vodacom shop as the employee had made a error and she must sort it out. I then phoned the careline again and was then advised that after the call was done on Saturday 19th December the request was cancelled and I must purchase a new sim and do the swop again??? I asked who cancelled the request and advised them that I will not purchase a new SIM as there is no fault on my side. I was then told that an investigation would be done. I requested a timeline as the phone is needed and was told 24 hours. Today I phone in and no resolution, I was told it would be escalated and that the timeline was now 24 working hours. This all seems ridiculous to me. The most amazing thing to me is the expectation that I must go in to the shop again and purchase a new SIM to sort their mistakes out!