New phone, Vodacom refusing to unlock phone with factory default

Brand new LG K4 phone opened yesterday, has a pattern lock on when it was switched on for the first time, still under warranty, took it to Vodacom Lakeside Mall to help, they refused, say i have to pay to unlock the phone that has never been used! The phone has been locked in a safe since receiving it from Vodacom last year Sept, and should still be under warranty