Sim swop taking 24hrs

I did a contract sim swop at Vodacom store today at 13:00. The line was still inactive after 4hrs waiting time. I called Vodacom customer care to assist. The guy I spoke to cancelled the sim swop request that was done at vodashop and restarted the whole process again which made me wait for another 4 hours instead of him escalating the matter to technical team. He told me that it is not his fault that I did a sim swop at vodashop and it was not successful so I should not blame him. Very disturbing to hear people working for same company but pointing fingers at other departments and then restarting the process. In the mean time inconveniencing me as a client. This is a line I am using for work purposes and for it to be offline for the entire 12 hours for the mere sim swop is frustrating and a disappointment to Vodacom as the service provider. I regret ever joining Vodacom network if this is the kind of service you give to clients...