Unauthorized Sim Swap

I am disgusted at Vodacom service lately, one of my sim cards, that was RICA'd in my name has been taken away from me without authority. Even though it is a prepaid SIM card, I buy data everyone for my child's phone, Wednesday on September 27th was the last call I made to my child and his whatsapp was still working, I bought the monthly data on Sept 29th, my child complaint that he can't access his data or make any calls, I discovered on his whatsapp the phone number is with another person. I tried numerous time to call their call center and when an agent finally picks up, I am being put on hold after querying about ******* sim swap done on the sim, the next day I again talked to the call center and the agent advise me that a sim swap was done at the beginning of the 2nd week of Sept and I asked how they can allow this from happening and could not get an answer and was told to go to a Vodacom shop and the staff referred me to a customer care shop that is all in the Northern Suburbs in Cape Town. Why didn't the call center provide me with accurate information, how did Vodacom allow this from happening in the first place. I feel this was a capture error and not a ***** sim swap, I don't care about the money lost, but this whole situation and I am afraid to drive all the way out of my way, to get again no answers. I will be thinking twice to buy any new services from Vodacom in the future and I was a loyal customer for about 25 years.