System processes

I am unhappy with the process it takes to remove a softblock from a phone service. I have been a customer for 20 years and recently when Autopage was taken over by the individual providers, Vodacom decided to put a softblock on my number at the worst time, after-hours when on standby.<br> <br> I called the call centre and after several security questions of which they could clearly confirm it was the correct owner of the contract calling, they simply told me the process is to fax on a letterhead along with my ID a request to remove the softblock.<br> <br> This process makes no sense and thinking that a team leader or manager had authority to perform this process was a waste. I dont think Vodacom understands the importance of communication, being their sole product. If we cannot communicate, we loose business. It didn't seem to matter when I threatened 20 years of service to simply port, You need staff that can take responsibility and not follow procedures designed by people that dont get affected by the process! <br> <br> I followed the request but guarantee I will not have service restored within 24 hours. This is not satisfactory!<br> You have put my work and family at risk not being able to be in contact.