24 hours for a password reset on a hacked vodamail account

My vodamail account appears to have been hacked. Call the call centre and I am advised that it can take 24 hours for a password reset. Firstly, how is it acceptable that a password reset can take 24 hours. Secondly, how can it be that this cannot be resolved through self service. When I requested the call centre to confirm this in writing they refused.

Consistently shocking service from Vodacom.