Vodacom service frustrating

Yet another day where I get frustrated by Vodacom. Few weeks ago I logged a complain that they are still charging me even though I had cancelled my contract with them. I asked them to move my number to prepaid. They kept calling but they would place me on hold till the line cut. Friday I lost my phone, I tried doing a sim swap but to my surprise I was told my account is still on contract and I owe them so I can't do a sim swap. This is so frustrating!!!!! Went to Vodashop now but still no assistance I'm just given numbers to call. THIS IS SO FRUSTRATING!!!! most of my things are linked to that number. As I launch this frustration here I do not know how they are going to get hold of me since they don't wanna do a sim swap