Battling to get my cellphone upgrade from Vodacom

I requested a cellphone upgrade from Vodacom (reference number 36HS8Y), on which they rep**** that somebody will contact me in 24 hours. This was on 11 April - today is 21 April, making it 240 hours later with no response. Prior to that I sent them an email requesting an upgrade and phoned them 3 times without success! Is Vodacom making so much money that they simply don't care about these kinds of things anymore? Must be nice to be in that position.