Their system faulty, but no assistance because I don't know what package I'm on?

I am trying to add airtime to my account. I tried dialling *111#, *123#, online banking, even purchased a voucher and all were unsuccessful. I dialled 082135 to speak with a consultant. They didn't want to assist because I didn't know what package I was on? Really - surely Vodacom has this information? This after I answered all the other security questions.