Vodacom online ordering - “just go in store”

Placed on order for a new data contract online last week as it said free delivery and no need to go in store.

First experience with Vodacom as I don’t use them.

It’s been a week and no communication at all except for a confirmation email on the day to say send your documents to ***, which I did same day.

I called today to follow up, held for 20 minutes and finally a consultant said they stopped using that email address a long time ago, he doesn’t know why it’s on the email clients get sent.

Gives me an email address to send the documents to a one more time, which I do while I am on the phone.

I ask for my order to be escalated as I will now be at the back of the line. He says not possible. I point out that it’s actually easier to do this in store at this point I’d I have to start all over, to which he replies yes why don’t you go in store..... I mean wow!!!

I ask for the matter to be escalated but he asks me the customer, to who as there is are no supervisors and they do not work under any supervision.

At that point I just put the phone down because between him telling me to go in store and the no supervision comment...

I don’t understand why Vodacom has online ordering platform if it doesn’t work. Rather don’t advertise it so I know I have to go in store to. I would have had my SIM card by now.