Worst service

Really upset with Vodacom. My husband has a contract for more than 4years and money gets deducted every month plus insurance. He's phone got taken in a hijack and a simswap was done as well as blacklisting. Now that the claim needs to be done suddenly theres no contract copy. How is it possible that the money gets deducted and airtime is received every month but Vodacom cant deliver a service? Resolution regarding this issue will be highly appreciated.