Customer for 25 years on a top plan...prime promises, yet poor delivery!

It amazes me the degree to which Vodacom can combine good services with poor services. I have always received excellent service from my Vodashop (Stellenbosch Eikestad Mall), but terrible service elsewhere. I am on a RED VIP Business Plan with all kinds of promises of extras, e.g. Prime video x 12 months. Until one tries to activate it. On the Vodapay app, you cannot activate it as everything is grayed out (more than a week and app is updated in case you wondered, Vodacom). When you try to do it on your phone online, a pin is promised by SMS that never comes (Been trying more than a week). Tried to phone helpline last weekend - cut off while talking to first person and suddenly a new person appears who seems to be unable to understand me. Phone gets cut off and no phone back. This weekend went through all the motions again, very friendly lady on the helpline, who is unable to help as everything appears "fine" on her side. While talking to her, I am cut off. Still waiting for call back (not holding my breath). Tried to go on the web on my laptop to register there - no option to get the free version that I am able to find and when I put my phone number in to "register", the only option offered is a paid subscription. One would have thought that Vodacom knew which plan is linked to my number. So, as with my many unfortunate challenges in the past with Vodacom, what do I expect. The nicest person ever will phone me tomorrow or Monday, hopefully, after I have wasted an inordinate amount of time that I cannot afford to waste and the chances are probably 50-50 that my problem will be sorted. If this is deliberate, it is a great way for Vodacom to make promises and save money by making it so difficult for customers to get what was promised. If not deliberate, well, what can I say...it cannot be incompetence right...Vodacom is South Africa's best network 3 years in a row...so if this is the best, I guess I will have to take their word for it...we shall see!