Shocking service

I booked a H1 throughly Vitality. Due to bad service in the past I called before to check that I would be given an H1 and booked a border crossing letter. I called Lansaria branch for over 3 hours and no one picked up so I called the call centre who assured me the letter would be ready and that I definitely wouldn't get a quantum as they don't have in their fleet. On arrival in Lansaria 18:25 we were told that we had been upgraded to a H1. I laughed and said we booked a H1! I then got told my letter to Swaziland wasn't ready - the line manager had overlooked it. I then got told oh sorry you are no longer getting a H1 - you will be getting a quantum! I explained that there was no way I was taking a quantum as I had an attempted high jacking with a quantum that's why I called and checked. After many phone calls I was given the option of driving to OR Thambo to get a H1 or downgrade to a group E. I refused either options. By now I was already 2 hours late for our dinner engagement. Jeadre was very polite and I did his best. Would have thought that Discovery clients would have received better service! Working in the travel industry - I am appalled by the service we received ...