Vodacom sim swap services always offline for prepaid customers

I'm really disappointed by the quality of service at vodacom jabulani mall in soweto. I ended up loosing a number that I've been using for the past 10 years, due because they are always offline when I go there to do a sim swap. It's been more than six months now. My life is stuck because of all the communication I've lost due because of the sim swap service which is always offline.