Vodacom SIM swap service HORROR!

On 21 Sep 2019: I phoned Vodacom to activate my number which I use only for peak season.

I was then informed since I was not using the number , they have been sending 50mb on a monthly basis since March 2019. So now I owe Vodacom R609.00. I politely agreed to settle the arrears so I can move on with my life.

23 & 24 Sep 2019: Phone Vodacom to do a sim swap, public holiday I need to check with collections dept first to see if the account has been settled.

25 Sep 2019: I phoned vodacom to do a sim swap, then I am told to go to nearest Vodacom shop to buy a more expensive starter pack so to enable the sim swap- call *** (Lerato).

I still politely abide by the rules and went to Brooklyn Pretoria voda-shop to do just that. Then the shop informs me there's a pending request to do air time transfer till the request get sorted out unfortunately they will not be able to assist. I phone the call center spoke to a supervisor by the name of Loyiso ref: no reference- he promised to mail it nothing received to this day, He promise me he will get it sorted in 1 to 3 hours. Same afternoon I go to Gezina vodacom shop, same issue still persist. Phoned call center again which insist they cancelled the request the issue is with the shop. So we phone another consultant who miraculously cancel the pending request then a sim swap is finally done.

26 Sep 2019: I phone the call center to understand why the sim swap is not completed, I am told since its over 24 hours they cant assist . I must go back to Gezina vodashop to ask that question. I insist speaking to a supervisor by the name of Luthando *** he informs me request has been logged which will be resolved the next morning by the back office between 8am and 11am. Then I go to Vodashop to finalize the sim swaping , I am told its impossible as they cannot confirm nor cancel the request. We phone the call center with the shop consultant ref *** spoke to two different consultant. I request both of them to cancel the sim swap as I decided to port to Telkom because clearly they are failing to provide basic customer service.

Consultant one : Unfortunately cannot assist, the back office which is unknown to any voda customer should resolve the sim swapping or cancellation. Consultant two (Lilian) : Logs a call to have the sim swapping finalized, turn around time 3 hours. So I can do the cancellation....

3 Hours later, I phone Vodacom guess what? I am told to go back to the shop to complete the request, like really?. There has never been a request that is logged.

I am speechless!