Vodacom disables an account by accident and can't undo their own mistake....

Had a interesting issue with Vodacom today, my daughters phone stops working (she has both airtime and data). She is out driving, away for the Easter weekend, and gets a message to me via a friend. Vodacom insists on speaking to the account holder and refuses to even look at the account and see if they can fix this. So she is on the roads, and has no means of communications, and Vodacom says that ICASA rules prevent them from fixing the phone (or even accessing the account to see why it is deactivated), unless they can speak to the account holder. BTW This is the 4th time, all 3 other times where a mistake on the part of the network. This is the service we PAY for ......