Terrible Customer Care

I am Disgusted with Vodacom,I have been a Loyal customer for over 20years, and the treatment and terrible customer care that I received is Disgusting. I had to do a sim swap as my phone was ******, went to a store to buy the sim, the Lady helping me says wait 4 hours, but Nothing was done to the sim - No swap Nothing, after being on the phone with them for 2days, i went to a store Saturday morning, because at this time I'm Dying.

Only to find out Nothing was done, No sim swap infact they could not pick it up on the Network, I had to buy another sim to do the sim swap, They told me to go back and get a refund for the one Nothing was done on.

This Morning when i get to the Store, they telling me of No refunds, now this is a contract sim so its not cheap, and what do i do with the Useless sim now, I want my Refund.

Thank you.