Sim swap problem

Well it all started out when I upgraded my contract with Vodacom, not realising that I would need a sim swap because my new phone wont be able to use the old sim card I declined when asked if they should do it for me then this was on the 28th of October. Please note how long I been struggling. So in the week following I went to the vodashop at Nedbank Sandton to do the sim swap. Consultant advised me that there was still an order on my number and they cannot do a sim swap if an order is still pending. What order I don't know and neither does the consultant know. She tells me to come back after 3 days the order should be completed and she will do the sim swap. Well I only go back after a whole week and still the same thing. So she calls the call centre and they also don't know what is this order that is pending on my line. So a fault was logged but then I get a sms the fault has been closed. I called the call centre the consultant tells me no the order is complete I can do the sim swap I call the consultant at vodashop and she says no she still cant do the sim swap. So please tell me what should I do to get the correct answer. Why cant I get a sim swap done?