Vodacom bad service

Is Vodacom now also starting to drop the ball with their service? I made a payment this morning, waited a while but my phones were still softlocked. I called customer care and spoke to a lady that was neither friendly nor very willing to help, she said I must send proof of payment to ********** so I did but still no response or softlock lifted. This is pathetic service if you consider how much money they get per month.