Frustratingly inefficient service

I initiated a pick-up and reversal on 13 November 2019. I had to phone several times before the pick up and reversal was finally lodged in the system. I was put through to countless operators, told that I would be phoned back (which never happened) and had one really rude operator assist me. After the tedious process of lodging the pick up and reversal, it has now been a month since the process was initiated and the item has still not been picked-up. Since the 13th of November I have called multiple times (each call ranging between 10 - 20 minutes) to confirm when the item will be picked up and the answers ranged from within the next 7 days, it can take up to two weeks and on the last call I was told that I would be contacted by a senior manager to arrange a pick-up after I said I want to be helped and not told to wait for a phone call as Vodacom never calls you back when they say they will and the operator simply said she is unable to further assist me. It has been a week since my last call and the "senior manager" who was supposed to handle the case further has still not phoned. Up until now I have only had fast, friendly and efficient service from Vodacom. This experience has been disappointing, frustrating and incredibly time consuming.