Poor customer service

I took out my Internet contract with Mweb in 2003.I pay R220pm for 750 meg data. Currently there are a lot of better & more cost effective packages than my almost 13 yr old one. I have contacted Mweb for advice about upgrading, what my best option will be & was given different opinions. Today Nono from Mweb phoned me & transferred me to Salega (whom I found out works in the retentions department). Salega explained my options & confirmed that I don't have to cancel & apply for a new contract(as previously advised) but can just renew & change the current one. I opted for the R139pm 2 Gig Wi-Fi router. She transferred me back to Nono from sales to send me the forms. Nono confirmed that the option I chose is a special offer for new customers ONLY. I will have to choose another option & pay over R600 for the Wi-Fi router myself!! I refused to & insisted that they give me the special seeing that they have NO AFTER CARE. I confirmed to her that nobody EVER contacted me during the past 12 years for a renewal of contract & she confirmed she can see that. She asked me to hold. I refused to hold any longer as I have been on this call for 35 min. Nono said Salega will phone me - still waiting