Bad service

Yesterday me and my wife went to makro because we wanted to take out the cellphone contract were you get the makro voucher with, so we went to the cellphone counter and the lady behind the counter asked how she can help and we told her, so she took my wifes ID number and found her on the system, immediately i told her we cancelled that contract that we took out 2 years ago she want to re submit everything from the start, after she did something she told us that we dont quilify for that deal, we can only take a deal of R400, my wife and i very confused because the one we wanted was R280 per month, so we told her that we dont understand why it declined and why we only can take one of R400 and not R280, so i again asked the lady if she did submit all her documents again like we asked and she said all her info was on the system and again i told her but that old info its two years ago,she then said she will submit it again and it will take from 1 hour to four hours, we then said okay we will quickly go and eat something and walk around in makro for an hour and come back to see if she heard something, after the hour passed we came back to find she did not submit the stuff again and she started doing it, and then she told us the same story again, we then asked her if she can call vodacom and they can talk to us and give us the exact reason why we cant get the contract. she then called someone and then she said that person from vodacom told her we are not allowed to talk to them, and then the lady said we must call vodacom our self or go to the vodacom shop in carnival mall they will help us and that is 3 hours we spent in makro, so we looking like idiots go to the car and sit in the car to call vodacom, and after a long struggle we got a hold of someone, first this lady said she cant help us because the sales deparment is closed that was 13:00. then i told her i dont want to buy something online i just want a answer to why they declined, then i spoke to someone else and this guy said bluntly he wont be able to assist because the sales department is closed, until now we dont know why we could not have talked to the person the lady in makro talked to and we still dont have a reason why declined!!