Vodacom contract *****

I did a contract upgrade with vodacom and did a sim swap in the process but my sim card is still not working since the 30th of November 2018. When i call the vodacom customer care service they tell me that the system says “future open” . This makes me angry because they also don’t know what that means and it is very frustrating because there are people who cant reach me since this sim card has no service.