Unhappy client

My fiance lost his phone, which he mainly uses for work, he has his own small business. He app**** telephonically on Sunday 12/01/2020 for the phone to be blocked and a SIM swop to be done. Thereafter he went to the Vodacom shop and requested the SIM swop. This wasn't available then but he was assured it would be by 12.00 the following day - this still isn't available despite numerous phone calls to Vodacom Customer Response or visits to the Vodacom shop. Nobody can give a reason as to why. Business is been lost due to this.