20 Years customer, receives "royal" cr*p service

I wish I was able to give a negative rating. I honestly do not understand how vodacom could possibly use *********** companies to handle their contract systems, I mean most of our lives revolve around our cellphones. Eltel called me with an offer to upgrade my contract as it was due. I asked the lady for the options available. I showed interest and requested that a contract be sent to my email for which I may review and send back. A quotation was sent to me with a contract for which I have to sign. Month-end arrives and I am charged for a new contract which I did not accept, which is already a problem. I am also charged for a handset which was not received (its now 2 months later). Spoke to a lady by the name of Queen, clearly still did not get any royal service. I requested queen to send me the recordings of the calls which she did, yet still, no acceptance recording. Asked again, no response. Called, like 5 times, no response. Went all the way to their Sandton offices, met Queen in the flesh, she promised she will credit my account, offer me a discount, resign up a new contract and Deliver my phone. It is now 7 days later, Queen still refuses to answer my calls, direct line as well as via the company. She left me on hold for 20 minutes yesterday. Yes, thats the type of company vodacom has left to care for us. I am vodacom client for Over 20 Years. 2 months have passed, I have tried everything other than sue the company. I am quite sure a ***** case can be pulled from such an event. Unauthorized contract upgrade, ******** funds being pulled for non service delivery. I really hope this matter can be attended to.