Accounts Department is useless

We have been trying to sort our account with Vodacom for over a week now, as they need to credit the account. We spoke to Jean on the 20th of June who confirmed this and said she will put everything through on the system, and we were trying to cancel a number. This should have taken 24 hours and is still not done. The credit has still not gone through and today we have been on the phone for over an hour, always being put through to the wrong department and getting people who don't have a clue what they are doing!!!!!! We do not want to speak to a robot we want to speak to someone who knows what they are doing, is that really too much to ask?????