Vodacom's lack of service in trying to blacklist ****** phone

My mom's phone got ****** in Cresta. She went right to Vodacom to block the phone and sim, and they informed her that they need her ID, which she doesn't have. So she walked home, phoned me from a tablet at home (using WhatsApp), asking me if I can provide her with family's numbers as Vodacom needs last 5 people's numbers she phoned to cancel and ID. I check online, and apparently you can dial 082135 to cancel. I have phoned nearly 15 times! There is no option to cancel. She now has to walk back to Cresta with her ID, and it's almost dark, to cancel her phone and sim at Vodacom. AND! She has no phone, so she can't cancel her cards that are connected to her phone like Mr Delivery or Uber, which the ******** can now use freely. Absurd Vodacom! Why can't we phone to blacklist the sim and phone??? Surely Vodacom Cresta should have cancelled on the spot???