Complaint

I have requested an upgrade over the from Vodacom on the 26th of July 2018. No one has come back to me with any feedback on the progress. I called three times for answered and they tell me it's still pending confirmation. I have given them a number to call me on and they say they can't call me on it because it's prepaid. The reason for the upgrade to begin with is because I lost my phone so I don't have an active contract number at the moment. I have also given them my work number which they have not called me on. An e-mail was supposed to be sent to the person that is supposed to call me for confirmation and I have not heard anything from them.