Atrocious service from Vodacom

So I've been a client of Vodacom since forever and have always been fairly satisfied with their service. Recently however, the service received has been really pitiful. In fact, it's been downright pathetic, given that I'm a long standing client with an excellent track record with Vodacom. I also has 4 contracts, which are paid monthly via debit order.

For the past 3-4 months I've been receiving numerous sms's from Vodacom, reminding me that my main contract is due for an upgrade. I eventually made my way to the store at Blue Route Mall, where the consultant confirmed that my upgrade is due. Once he started processing the order however, it grinded to an abrupt halt. I was then advised that my profile is too low and that he would query this and get back to me. The consultant, Wahid, went over and above to keep me updated, but did not receive feedback from HO even though he queried twice. He eventually suggested I email Client Services directly, which I did, but did not even receive the courtesy of a response! The details Wahid was able to share with me, is that he was told I'm under debt review and was therefore not considered for an upgrade.

My disgust with this response is the following: 1. When I was previously married, my ex-husband sought debt review in 2013 (Vodacom was not included). 2. I got divorced in 2016 and early in 2018, I managed to pay up all my creditors, except one, who I contacted directly and have been paying my debt directly to them on a monthly basis. 3. I cancelled with the debt review company in 2018, who issued me with a Notice 17 (I emailed proof of this to your customer service). 4. My Vodacom contracts has been running ever since and has been diligently upgraded every 2 years to very expensive contracts, with no hassles at all. 5. During that period, I was also offered additional contracts, which I took and have been paying off.

Given all the above, can someone please tell me why my upgrade is suddenly being disputed, without as much as a phone call in response or even a measly email. I am a human being who picks up the phone to discuss when there are issues - why am I not being treated like a valued client??? The service (or lack thereof) that I have been receiving has been extremely disgusting and that's putting it mildly.

In addition to this, an amount of R6600 has been added to my next debit order in error. I have been assured by Vodacom that this amount will be written back and not taken off my account, but this has not been done as yet. What is happening with the once sterling service I used to receive?

I firmly believe that this request should be handled with the utmost dignity, treating me as the client fairly, taking into consideration my history with Vodacom, as well as the merits. Decisions should not be made on a blanket basis.