Vodacom-Do we know what we are doing?

I upgraded my contract package in July 2017. I was then offered another top up package for free which included a cellphone and sim. The additional sim has not been registered (activated) on the Vodacom network to date, and it appears to me as though Vodacom does not know how to get it done.

The first person I spoke to in the Call Centre told me that I needed to RICA the new sim. This did not make sense to me as the sim was linked to my contract. Even though I had my reservations I went to Vodaworld to try and RICA the sim. Then I got there I was informed that I in fact did not need to RICA the sim- the activations team was just supposed to activate it. The lady I spoke to at the Vodacom Shop (the first shop near the door) told me to call back the activations dept and ask to speak to a supervisor. I first tried the call centre agents and I was assured that the problem would be resolved in 24 hours. It was not resolved and no-one called me.

I then called and spoke to Tebogo (Team Leader). He said that he would call me back, he needed to check with the IT guys. He called me back and informed me that the IT guys were working on the problem, he would call me back. That was the last time I heard from him. I have called him many times, and left messages for him to call me. I either get told that he is in a meeting, in an interview or on another call and that he would call me back. He NEVER calls back and my problem remains unresolved.

I would like to find out what Vodacom would like for me to do now. I have been their client for many years and am now beginning to doubt whether they are the right service provider for me. I mean, for goodness sake, if the sim is giving you issues to activate it, why not just issue another sim card and activate that one?? And for heaven's sake can someone just call me back?! I don't think that that is too much to ask!!