disturbing customer care

Customer care was shocking in how the consultant wanted to brush the call off, I Spoke to a Joseph who did not want to give his surname, I wanted to do a upgrade but the consultant had such an attitude. Where has the customer care gone to. It feels almost like they are doing me a favour. I have a Red plus contract with them, Its been a week since i have requested the upgrade the date being 19-03-2019 time of call 10:59, And still no reply. Im a long standing customer for over 15 years, And now i feel like changing to Cell C, I hope there customer care is better.