Worst customer service experience

On Tuesday night at 18:30 I noticed that my simcard does not have service. I tried calling vodacom customer care only to find out that my sim has been suspended. I emailed them today to query. Their response was that I changed from a contract to prepaid, bare in mind that I have been with vodacom for 17 years, RICA registered my sim the time they requested me to do so. I had a contract with them 11 years ago because of the phone I had. The second response was that my sim is not RICA registered. How have I been using my sim all these years if it was never registered and now they have the nerve to tell me I should go RICA it at a store. I also made them aware that I do not have the time to go looking for a vodacom shop because of my schedule. They responded that my number will be recycled. Is that not supposed to happen if the number has not been used for a few years?