Proof of Contract takes 10 days

My wife's Samsung s6 screen broke(of which I am the owner of the contract) and I found out from the repair centre that I would need a proof of contract to get it repaired. I contacted vodacom on 29 Jan 2016, I was subsequently given a reference (S3-GK1AY-YHT2). I was then asked to submit documents, which I did twice on 1 Feb 2016. Today (8 Feb 2016) I have still not received the proof of contract. This request should apparently have taken 48 hours... They can contact me on *** as the number below the the phone my wife uses.