Reference closed after missing one call

I recently upgraded to a Honor 400 Lite contract and got a some Honor X5 earbuds bundled in the deal. On first use of the earbuds, one was completely dead. After a struggle on the phone, I was able to log a return on the earbuds. They tried contacting me on Friday, but I was in a meeting and missed the call by a few moments. There was not direct line to return the call. Now after the one call, my reference has been closed and the process has to be started again!!!

Reference ***

Come on Vodacom, surely you can do better then this