you might find better support in a vodafone retail store. Some of the stores have people who only know how to sell phones as if they were fashion accessories (eg. this one matches your eyes) but some stores have very knowledgable staff, and they appear to have some kinda of computer-ised link into your vodafone account settings. If you find the right store they shoudl be able to help you.
If you're in wellington, i recommend the store in the Old bank, or the one on corner of Manners and Willis.