Bad Customer Service

On Tuesday 09.02.2016 I had the misfortune of having to upgrade my cell phone contract. I have been a customer of Vodacom for 20 years and was appalled at the total disregard for customer service. I was informed that I had been migrated to another system and was unable to upgrade on-line. At this stage it was very evident that I had become a nuisance at the Vodashop in Hemingways Mall in East London. (Incidentally the doors of the shop were closed by 18.40 for a shop which is to trade until 19h00). By Thursday morning I had had no feed back from this Vodashop and proceeded to the Vodashop at Beacon Bay Retail Park. The service was faultless in the store but even the staff were not given any service by the head office in order to upgrade my contract. A quote is to be generated (?) and this has not been received either by the Vodashop or myself. I have been told by other sources that the IT department has now been outsourced and they have only been online for 30 days out of 5 months. I know I can threaten to close my contracts but I am but a drop in the ocean and will not affect the business. I also know that I will receive a generic reply to this complaint and little assistance