Very very Unsatisfied customer of more than 15 years

No signal with network, went to Vodacom shop, they gave my wife a ref no, but not even contacting her,the ref no we're closed. She can't even load airtime, this is the sernaio, what if she is in trouble and she can't reach the security and or they can't reach het. This is the utmost worst service ever experienced after being a customer of vodacom.for more that 15 years.