************** and terrible customer service

I have been a client with Vodacom for years now. My accounts are always paid and upto date. I am currently under debt review, yet vodacom isnt part of the debt review - I have placed it as one of my monthly debit orders which I pay monthly without fail. According to the debt review companies if you have placed it (your cellphone account) on your monthly expenses when you app**** for debt review, and you have proven that you can pay the account, then you are allowed to upgrade your contract, you are only not allowed to open a new contract. I have tried to upgrade, but was advised that I am not a finance client hence I am not able to do a normal upgrade. I was advised that i can upgrade, but only for a contract that is over R2000 per month. This is ridiculous and no one is able to advise me what is going on. On 15 November 2019 i sent a letter to a Vodacom employee, Zandile Taylor, from my debt counsellor advising that i can afford a normal contract upgrade. It is 4 Dec 2019 and this matter remains unresolved. I received an email from Vodacom advising that my query was resolved and that a consultant would contact me, yet no one has contacted me, so how has my query been resolved. The service received from Vodacom is disappointing.