Caught in the middle between physical shops and Vodacom online

After several hours on the phone talking to multiple vodacom agents, being transferred from the one department to the other, I still cannot book my device in for a repair. The problem according to the shops is that the IMEI number on my phone does not correspond to the IMEI number on the system. According to multiple vodacom online agents, this should not be a problem, but I am getting nowhere to get my phone booked in for a repair because of this. The phone supp**** by Vodacom direct has two IMEI numbers on the box, the 2nd one is on the system but the 1st one is on the phone. I cannot get to speak to someone with Vodacom online to acknowledge my problem and help me. Vodacom Online must fix, by aligning the IMEI numbers on the system with the phone or collect my phone and give me a replacement with the correct IMEI number. I can get the phone fixed myself, but there are warranty implications and in principle I believe Vodacom caused the problem, they should fix it.