Poor service from Vodacom Online with redeeming Summer Vouchers

After upgrading my contract (I have been a Vodacom customer for more than 20 years) online Vodacom gives you a Voucher to spend online.

To spend this voucher you have to go to a webpage where you enter your phone's IMEI number which then allows you to redeem the voucher.

This system is however working poorly - the error message that you receive states that the phone's IMEI number is not in the system.

The stated procedure to rectify this is that an e-mail be sent with your K-Order number and phone's IMEI number to Vodacom Online Escalations. THis department can only be reached by e-mail.

After three calls to Vodacom Online and three separate e-mails the only response I received was that I should provide my ID number for them to fix the issue.

This is not the stated procedure here → https://www.vodacom.co.za/vodacom/summer-vouchers

Why should a provide my ID number to a random call centre agent which does not even reply to the ticket that was created from a non-official Vodacom address. I am not stating the address here for privacy reasons but the reply does not come from a Vodacom address which makes me extremely hesitatnt to just provide my e-mail address.

This should be a simple issue to fix yet Vodacom makes it as difficult as possible.

Please just fix my issue as per your stated procedure that I comp**** with 3 times!