Phone Soft locked and vodacom cannot unlock it

Hi,I have been on an open line Smart L package, due to my data use the phone was soft locked on a number of occasions. I then call Vodacom to assist with opening the line and they increase my data limit or call limit and the phone line opens. I then had a query to Vodacom as to why the phone became soft locked at some stage while I had free minutes of 83min and 1G data. The agent could not answer the query. Because it was the 2nd time I was having the same issue. She escalated it to the IT department which NEVER called me back with a reason. Secondly I called in and requested to migrate to Smart L Uchoose a top Up option as I could see that the first issue will not be sorted as IT never responded. The migration was to occur on the 1/11/15 but someone made a mistake and it changed to Uchoose before the 1/11/15. My phone became soft locked again and I called, when calling I was told that the option is on Uchoose and the agent cannot unlock the line as a top Up option doesn't get locked. I have been waiting frustratingly so for a call from Service Department to no luck. When I call they tell me no request has been logged although I RECEIVE smses confirming that. The SDepart is not a