Incorect ID on system

When my wife tried to upgrade her Vodacom contract she was told that her ID number on the system is different to the ID provided by her. According to the sales consultant they get this every now and then and there was a data loss and ID numbers were recaptured. After completing forms and working directly with Vodacom support and the social media team the problem is not resolved and she can simply not upgrade. Ironically the ID number is correct when she logs in to [URL Removed] but it is apparently incorrect on the upgrade system. The generic response from Vodacom is we should send them more and more details but after that they disappear with no response. This leaves all kinds of open questions: why can they not fix what they broke.? How did they manage to change the ID number to an incorrect number after so many years. How did they rica the account with an id that does not match the system ID. Why do they have different ID numbers for the same client on different systems? All we really want is for the problem to be resolved but that seems to be very difficult for Vodacom.