Can't hold us responsible for services/call centre

My daughter's cellphone was ******. She had registered it for Vodaprotect, which, when activated, makes the phone ring, whether the sim has been removed or not. The minute her phone went missing, she had the restaurateur lock the doors and turn off the music. For half an hour she tried to log in to Vodaprotect - no use. In the meantime she called Vodacom Customer Care to assist with the log in, NO ANSWER AT THE 24HOUR call centre. The patrons got upset after an hour, and the restaurateur allowed people to exit. Upon reporting the problem to Vodacom, the sim and phone was blocked, but when we reported that their supposed systems and support was not working, they sent us to the Centurion repair branch. These staff members tried to help us, but they confirmed that Vodacom was just passing the buck to them, as there was nothing they could do. We are holding Vodacom responsible for the loss of the phone: IF their services were working, we would have retrieved the phone. After numerous emails, they would've investigated why no-one at call centre picked up and why no login in Vodaprotect: response was: Sorry, we're not accepting responsibility. No apologies, no explanation, no assistance.