No assistance with unblacklisting of phone but happy to charge me for nothing

In July I called Vodacom and asked them to black list a phone of mine which is on contract as the phone was lost and we were worried it may have been stollen. I found the phone and called Vodacom to unblacklist the phone. I filled out the necessary paper work and emailed it to Vodacom. It's been over a month and the phone hasn't been unblack listed. I called in last week and I was on the phone for 35 min on for the consultant to tell me she can only escalate month end and I need to call back in. This is a joke and so unprofessional on top of it I still need to pay the charges of tnis contract which Vodacom are mot assisting in unblacklisting. I also don't time to sit on the phone for Vodacom to send me From one department to the next