Welcome to Vodafone Community
Mods wont be back until tomorrow to help. You could try live chat. To use live chat click talk to us at the bottom of this page then choose whether you're on bill or pre pay. It should pop up then. If Chrome browser acts up then try a different browser as some versions don't appear to play well with the links.
It could be a small error in an account number or something like that. They can assist tomorrow.
Sorry for the delay in our reply and to hear you are having issues. Can you please send us a PM with your mobile number and we can look into this?