unhappy customer

i received an sms for a sim swap, which i di dot request. fast i called Vodacom customer care 082 135 to cancell the request. i also asked that they flag my number no sim swap should be requested via phone call. this was at 11:45 i spoke t Sophie, she assured me. at 12:26 i received another sim swap sms. again i called the customer care, this time i spoke to Buhle who confirmed that the flag was there at was logged at 11:47. she also mentioned that the sim swap was processed by an agent, she cannot give a username as the system it was logged on does not display the agent name. now can VODACOM please advise as to how this was done and what action should i as a customer take? i need to know as i took my time to call yet an agent still went ahead to do a sim swap. Buhle conformed that this was not done at a shop. please advise