Appalling service from vodacom retensions.

I am actually appalled by the service or lack thereof, that i have received from Vodacom retentions (Upgrade). Over a month ago, vodacom I contacted vodacom to cancel my contract as i intended to take up a phenomenal deal with Cell C. The consultant convinced to upgrade to a vodacom package instead. I agreed to upgrade to a premium contract, despite numerous phone calls and followup , my phone and upgraded package as not been received. I have made contact with the retentions team, who keep blaming IT for the issue, i have escalated the matter to 2 supervisors, both of which promised to contact me daily until the matter was resolved, i have not heard from them since my complaint. I have been with the vodacom network for over 10years with my annual cell phone bill exceeding R20000. Perhaps i should consider taking my business to a network that would be more willing to accommodate my needs and value me as a customer.