SIM Swop not activated.

I upgraded My contract at Irene Mall on Sunday 21 April, at the same time I did a SIM swop as my current SIM was damaged. I was told the SIM swop could take up to 24 hours as the current SIM is damaged and they are unable to send a OTP. After 24 hours I contacted customer support as the SIM was still not active, I spoke to "Palese", after holding on for over 20 minutes she was unable to explain why the SIM is not active or how long it will take to activate it. I was told they have to send an email to the ***** department. I asked to speak to someone who will know why it was not activated and who would be able to tell me how long it will take to activate.

After being put on hold again she said her manager "Patrick Dhlamini" is on another call and will call me back as soon as he is finished that call.

I am yet to be contacted. I am unable to use my bank account as I cannot receive a OTP. I am unable to pay my staff's salaries for the same reason. I would like to know why this happened,who is responsible and if is there anyone at Vodacom capable of fixing the problem?