Who's job is it?

I upgraded my WiFi Router last week and it was delivered to my on Friday afternoon. I call Vodacom customer service on three occasions during the course of Monday to activate my sim card for my new device. On all three occasions I was informed that the systems were off line and I would be called back to assist. Guess what... No call back. I called again today and when you finally get through to a human being to do the sim swap... you get told to call the upgrades number to activate. Much to my disgust I call this number only to be told I must call customer care and do a sim swap. Does anyone at Vodacom actually know what the hell is going on, it seems staff at Vodacom go out of their way to make life as complicated as possible for their customers. Get your act together please.