Vodacom One Number issue

I bought an Apple Watch Ultra 2 in January 2024 and had the Vodacom One Number installed on the watch. It worked perfectly fine until November 2024 after which the mobile service on the watch became unavailable. I have made contact with the “call centre” and they advised me that they are experiencing issues with the service and they are working on the problem. They indicated that it should be resolved in a couple of days. I followed up 2 weeks later and the call centre agent said that I need to resolve it “in store”. I visited the Vodacom Store (Menlyn) and they advised the issue has not been resolved yet.

My 2 issues are : 1.) whilst Vodacom are aware of this issue, they are still billing the cost for the additional line without any shame. 2.) they have not published nor notified any of their clients of this issue and the estimated eta to have it resolved. This is a service that is advertised yet they are not able to deliver.

It seems that even the service agents at the call centres are not aware of this issue and hence sending the clients from pillar to post without any resolution. This in my view is extremely unprofessional.