Failure to assist with network locked device

On 9 January 2020 I purchased a Vodacom Vibe 4G network locked phone at Pick n Pay - Ferndale on Republic.

On the box it indicates that after a year, you can call Vodacom to have it unlocked. When the Vodacom customer care agents could not help I decided to go back to Pick n Pay but unfortunately, they told me that they just sell the phones and I needed to go to any Vodacom outlets.

I was advised to go to one of the 2 main Vodacom branches either Northgate or Fourways. I went to Northgate branch but when I explained what I needed , their facial expressions were like they have never heard about network locked/unlocked. They didn't help but advised me to go to Fourways branch.

At Fourways branch I was told that they don't unlock network on devices but that I should speak to Customer Care. I phoned the customer care whilst I was at the shop but the USSD they gave me never worked. I was then told to write to Vodacom customer care and complain about this. Since I sent the letter to Vodacom on 16 November, I have not had any call or email to assist me and I am still waiting. I am now at my wits' end and i need urgent assistance to have this phone network unlocked.