Poor support for ****** contract phone

contacted the Vodacom call centre on Saturday, 16 May 2026, to report a ****** phone and was redirected to Tobi, the automated chat assistant. I followed all the prompts carefully and provided the required information, only to be informed at the end of the process that the service was pavailable for prepaid customers only. I was then instructed to contact the customer care department on 082135 for contract account assistance. When I called that number, the automated system redirected me back to Tobi again, with no option to speak to a live agent. This created a frustrating and stressful experience, especially given the urgency of reporting a ****** phone and securing my account. In situations involving theft, customers need immediate access to effective support and human assistance. Vodacom should seriously consider improving its customer service processes for contract customers by ensuring that there is a clear and accessible way to speak directly to a live consultant during emergencies.