Blacklisted phone without consent

Vodacom for some reason blacklisted my phone without any consent. I have gone to the branch in Sea Point and the manager Prudence Baxter has been assisting me as far as she can however Vodacom back office has been giving us both the run around. I have submitted everything required confirming proof of ownership and yet I am getting useless responses from the back office person assigned to my case. How is it that Vodacom blacklists a phone without even confirming the owner's details? I fail to understand how this is even allowed. It has been almost 2 weeks and the phone is still blacklisted and no one is bothering to help or even look on the system to see who did this!