I.T. CAN'T UNDO EHAT THEY THEMSEVES DID????

After an ongoing complaint process with Vodacom the problem is ongoing, my question to Vodacom is if your own I.T. guys put the hold on my prepaid paid number why can't the same I.T. Guys remove it. I received 6 or 8 messages from Vodacom yesterday with a reference number to say they are looking into it. Is it really such a difficult problem for them to sort out one they fid themselves. Not making any sense to me at all. I DO BELIEVE WHAT YOU ARE DOING IS *******. I MAY CHOOSE MY OWN SERVICE PROVIDER WHETHER IT SUITS VODACOM OR NOT.