Bad Service

i have been a customer with vodacom for nearly 10 years now and i have been receiving bad experience everytime i have a query until the matter has to be escalalted to a Team Manager or Supervisor to be resolved. Not even once have i received good service from their agent they are always clueless and take me from pillar to post always. on monday 24/02/2020 i contacted them to request add on to my existing contract i want a cellphone, the agent who assisted me told me request is declined because "i do not meet vodacom requirements". i asked her what are those requierments because as per my knowledge if im paying my vodacom account well i can do add on and i have not missed a payment for the past 6 months or more?, she said she will send me email for my application to be reviewed till today no email received from her. called them yersterday 25/02/2020 spokoe to another guy who advised me that the previous agent who assisted me is in a meeting he will pass on the message he can not assist me since he was not the one who did the application for me, guess what..... im still waiting. i called in today again 26/02/2020 spoke to collections agent who told me my account is up to date and does not know why the application was not done. now i do not know what to do im frustrated because i have been loyal to vodacom but that to them means nothing, i mean i can go to any network and apply for another contract but i choose to stay with them since i do not want to be changing number and having lost of debit orders from different place on my bank account. i want someone who know their story to contact me and resolve my issue ASAP i do not deserve such treatment at all im even thinking of cancelling current contract and go elsewhere where i will be appreciated for my business and loyalty.