Vodacom complicates our lives more than they help

Since October, i have been trying to get my employers phone repaired. When the problem occurred I took the device to vodacare Sandton City. I was told that the find my iphone needed to be deactivated. I went throught to entire process of getting it removed to no avail. At this point, Abdul Ebrahim advised that they can request apple to deactivate it, but i need the proof of purchase, which was the initial invoice with the IMEI number. he advised that without this, they would not be able to repair the device nor swap it for a new one. This was on 05 November. Since then i have been requesting this from Vodacom business. Our account manager advised that she does not have this and i would need to request it from Vodacom Business Support admin. I do not understand why, with her being the account manager, she would not be able to provide us with this. Why do we have an account manager if she cannot help with the account when we need it. Despite several mails to Gugu Lekhele, she appears to be confused to what I need. I cannot call her and it take an entire to receive a response from her. I need this to be resolved URGENTLY!! Before my director returns to South Africa.