blocked my phone but all requested documents

My DAD passed away so i was advised by vodacom to submit documents for them to process the transfer , i have done so and all they ever done is block my phone.. i called the call centre today and spoke to angel who told me to go to the store it will be sorted out.. why should i go to the store because i went to westgate and they called vodacom call centre legal and they said i must send all documents to their email address. please unblock my phone and processed with the transfer while my phone is unblocked.