Bad Call Center Etiquette

Phoned Vodacom, Monday 07 September to increase the call limit on my cell phone account because I had received a message saying I had been soft locked. There was so much back ground noise in the call center that I couldn't hear what the person on the other side was saying. I was then told my credit limit had been reached and I would be transferred to their accounts department. I was then transferred again to customer care and then only to Collections. Where I was informed that I hadn't reached my credit limit but only been soft locked.... If that was the case why had I not just stayed with the 1st call center agent to have the voluntary call limit increased? The 2nd call center person then explained what he would have to do and yes, it was a credit limit block which Vodacom had set up. Not a voluntary call limit. Even now I am not convinced that the call center agents know the difference or if my line will be unlocked and the issue resolved.