Disgraceful service from 2 agents in retainers dept.

I was due for an upgrade and did it online on vodacom website. Little did i know it was allocating me a completely new contract. So i redid the upgrade process and got the phone I wanted. The Galaxy Note 20 5G. I called into the vodacom call centre as Toby wasnt understand the very code it told me to choose from. 1 2 or 3. I cant remember the guys name in retentions but he informed me that he could cancel the new contract and just do that upgrade. Then he asked what type of package would I need because I'm not getting the most out my current contract because i spend R700 - 1000 extra after my contract data and airtime. That he could tailor a contract to my needs. I was very happy with this and he said he would call me back once he had the info for me. This was 9:30am. 4pm came and i didnt hear from him so i called Vodacom again. I got Gladness who said the previous hadnt changed a thing so basically wasting my time. Gladness left he on on hold for over 20 mins while trying to confirm my order. Stating i wanted a contract tailored to my needs. Gladness said she would call me back shortly as she would have to look at the Contracts. I asked her if she was sure she would call me back as i already wasted most of my day waiting. I wanted an hour and i called vodacom again only to hear that it was outside office hours. So Gladness also deceived me. All she needed to say was it was almost mandatory closing time she would complete it in the morning instead of being dishonest. There is no excuse for bad service especially wen my spend it on average 1400 - 1600 a month on my contract. This is pathetic and disgraceful.