Vodacom has this new...

Vodacom has this new biometrics system, that like in my situation if your partner is not available but he pays them by debit order every month, you as the wife can not get an upgrade or collect the new contract phone, because he must visit a branch of Vodacom... You would think Vodacom would assist a customer that has 3 contracts with them without any default of payment ever... Their customer service seems stuck here, I mean they won't confirm via email or phone, but previously to get the customer the rules favored them as it does now... What happened to exceptions and going the extra mile? I think Vodacom is overrated and their back up service needs an upgrade...