Unable to process a sim swop

On the 4th of July 2021 I lost my phone. I called the customer care immediately to inform them and to block by sim card.

On Monday 5 July 2021 I went to a Vodacom Shop for a sim swop and was informed there is an error on the system and I will have to come back later. I went back later that afternoon and the system was still showing the error and they could not process the sim swop.

On Tuesday 06 July 2021 I went to Vodacom Shop Baywest in Port Elizabeth as I decided to rather go to a different store. Bruce assisted me at Baywest. He then realised the reason why the system is showing the error is that there is no ID number on my account and he will have to send a copy of my ID to Vodacom's head office to add my ID number to my account before he can process the sim swop for me. How is it possible for a company like Vodacom to lose you ID number.

I was out of town on 07 and 08 July 2021 and went back to the store on Friday 09 July 2021. ****hka assisted me on the 9th, Again she could not do the sim swop. After calling numerous people at Vodacom head office and me waiting almost TWO HOURS in the shop they eventually discovered my ID number was captured INCORRECTLY and they still cannot do the sim swop. I was informed I will have to come back as they will have to escalate it to a supervisor or someone to process.

Yesterday 12 July 2021 I was informed my two accounts at Vodacom will now first have to be merged into one account before they can do the sim swop.

Today 13 July 2021 is 9 days since my sim card was blocked. It is 9 days that I had no service on my contract due to Vodacom's incompetence to process a sim swop. At the end of the month If I don't pay the full amount outstanding my service gets disconnected. Will Vodacom process a refund for the days I was unable to use my account because I have to buy additional data at the moment.

This is unacceptable and must be sorted out immediately

I have to give the two consultants at Vodacom Shop Bay West a compliment. They are simply the best and is really trying to get this sim swop processed. Unfortunately they are getting no assistance from head office.