Vodacom Replacement & Cancellation Process

Vodacom contacted me towards the end of August 2019 and I agreed to take out a data sim contract. The service was great as everything was done telephonically and the sim card was delivered to me via courier service and this is where the great service ended. Towards the end of October 2019 I requested a replace sim card however I was told to go to a branch, which is a complete different and very inconvenient process to when I originally signed up for the contract. Your replacement process should without a doubt follow the same process as I am now an accident client and in fact this should be an even easier process. The replacement card process you currently have is client process barriers and should be looked. The customer service agent I spoke with was really not help and only when I got to the retentions team I was informed that I can just buy a new sim card and do a swim swap. Now can two department within the same organisation have two different processes?