worst service ever

I took out a new contact phone on my name for my wife as a present. When the phone was delivered, I called vodacom customer care to ask when the sim card would be activated and the agent informed me that I should turn off the phone for 5 hours with the sim card inserted, which I did. I then used my wife's old phone (which also contains a vodacom sim card) to call customer service again to ask them to do a sim swap on the new contract as my wife wants to keep her old cell number. This agent then put me through to another agent and after holding on for what felt like a lifetime, the second agent then informed me that the sim swap could only be done when the new contract sim is activated. So, earlier today, I called customer service again from the new, now activated sim card and asked the agent to do the aforementioned sim swap for me. This agent then informed me that after being on hold for quite a few minutes, he can not help me because the sim card must NOT be activated in order for the sim swap to be completed. This is the exact opposite of what the agent of last night told me. Now I must go to a Voda shop to rectify this matter and the nearest voda shop is 168km's drive from where I reside. This level of customer service is unacceptable and I am strongly considering canceling this contract and moving to another service provider.