Unfortunatley one of the issues we sometimes see here is if a phone is replaced by someone other than Vodafone they won't have the imei number logged.
I hope you norms get the unlocking code soon.
The Retentions Department have a list of phones they can do deals on but if someone is after a high end flagship or recently launched phone model then they can't do much.
It's the same with Tariffs. They can apply deals which would show as a discount on your bill but then they can only do do much.
My advice to someone considering to leaving a network to chase a discount or particular model of phone is to test out signal and data speeds where they reside, commute and work beforehand with a Payg SIM card.
Current Phone >
Samsung Galaxy s²³ Ultra 512gb Phantom Black.
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