Apathy towards client queries

I’ve been on calls with Vodacom since around 8:20 this morning, and I still haven’t received any assistance. This entire experience has been incredibly frustrating. Initially, I visited a walk-in store, where I was informed that only the accounts department could help me. They logged a query and provided a reference number (***), but it’s been two days, and I haven’t received any follow-up.

I decided to call customer care, but the conversation was unhelpful. They cannot assist with accounts queries and claim they cannot transfer me to the accounts department because my account is not in arrears. It makes no sense that I can’t speak to accounts because I’m not in arrears, while customer care also cannot help due to their lack of understanding of accounts procedures. My ITC is negatively affected (because of vodacom) and despite multiple attempts to resolve the issue, I am still without support.