Useless service no service

I called to check if airtime that i transferred has been allocated on a telephone...which 8s with a person in hospital. The consultant want to verify that its my phone. He is asking me about vodabucks when I clearly told him the phone is in the hospital. What a useless waste of an exercise for vodacom to ask me this question despite me telling him the phone is with my husband in hospital. When I asked to speak to a supervisor he said he cannot escalate my call!!!