Vodacom granted a sim swop to lady and I have been phoning them since Tuesday morning to try and sort it out

My husband received a call on his tablet from an unknown number on Monday and thereafter his sim card does not work. He phomed Vodacom customer care on Tuesday morning just before 7 but that lady apparently did not put anything on the system even after she told him there was a sim swop request and that he must send a copy of his Id and 3 signatures. He did send the od copy and signatures to email address provided but still nothing has been done. How can vodacom allow a sim swop request from an african lady when it is clear on the system that it is not her contract?!! His bill so far is over R6000 and he is not even able to use his sim card as they granted a sim swop to someone else. This seems to be an inside job because nobosy can explain how they managed to do that. Hos vodacom contract nr is ********** 481 but he can be contacted on ********** 979 or ********** 611. This is just unacceptable!