80 Year old ********** by Vodacom Rewards

My dad (80 years old) was contacted for an upgrade by Vodacom rewards. They were very persistent and he agreed to an upgrade. Phone was delivered on 18 Aug 2015 but ****** at a house break on Saturday morning. The phone was blacklisted and a case was opened at the police. At Vodacom Hatfield, it was discovered that the 'upgrade' was infact an additional line. We immediately tried to rectify this - phoned 082111and was told that Rewards are closed over weekends. Mdu (agent) promised to give me a call back on Monday which never happened. My dad made numerous calls to Vodacom and my husband took him to Vodaworld to try and resolve this. He was consistently interrupted and wasn't given a chance to state his case, I spoke to Zanele on Monday whom told me the new line cannot be cancelled even if we replace the phone. She put me in contact with Badisha from Rewards (not a friendly lady) who promised to phone my dad yesterday afternoon and never did. She told me it can't be cancelled as IMEI number of a replacement phone will be different? Yes, it will be a new phone. Also had a call from Dominic, Vodacom Complaints, who seemed helpful but also haven't heard from him again.