SWIM SWAP NIGHTMARE

I've been trying to do a swim swap for the past month, however I've been unsuccessful. I called the call center several but can never get beyond Tobi... Instead I received messages that I will be called by an agent but that never happened. I went to your Vodacom store and I was told I must pay R50,in which I don't understand because I can do it for free from the call center but because of Tobi,I can never get through to an actual human being. Can you please resolve this!!! I can't access important things because my OTP'S go to that number