Terrible service

Today I went to Vodacom Southgate Mall in Pietermaritzburg to do a SIM swap.When I got there I was told that the person who can do a SIM swap is out and the system is down.I went to other shops just to wait maybe for an hour.I went back to Vodacom they said the system is still down and I should go to Woodburn Mall for a SIM swap.The person who has access to the system was not even there they called her and she said she is at home.My question is why a big store like Vodacom can have a system failed for hours and why does it has one person who can access the system?I had to drive for few kilometres to another Mall.Please Vodacom do a follow up at Vodacom Southgate Mall your employees are not doing there work properly.