Phone has been hard locked for almost 3 weeks and no resolve

One of my lines stopped working out of the blue over 3 weeks ago. After spending hours, over many days, on the phone with their call centre someone finally informed me that the phone has been hard locked and that I need to call "Forensics". The number provided just rings, and rings and rings. The line has not worked for over 3 weeks but Vodacom is still happy for me to pay for a service I am not receiving nor are they able to tell me how to fix the problem.