Vodacom's poor service delivery and ********** activity

I have been trying to do a simswap for the passed 6-7 weeks where i have lost my simcard. When i went to the store i had to supply all sorts of documents from ID, affidavit, proof of res but i could not be assisted. My query went to their forensic team and they have not fixed the issue at hand since. I have E-wallet in my number which FNB now cannot reverse and this leads me to the conclusion that the staff have withdrawn the funds. I am very disappointed with the service throughout the company because i have been using my number for the past 10 years