How is getting an upgrade so difficult - Factually incorrect information with no responsibility from Vodacom

In the middle of January I contacted Vodacom regarding an upgrade trying to understand what options were available. The automated call line kept on saying i was not eligible for an upgrade however I was eligible in August last year. From there things continued downhill, a summary below: - 3 agents later, 1 quote received however I was told I could source my phone from Vodacom and then get Icare at the Istore, this is untrue and has been confirmed as such by the Istore. - Having sent emails regarding this from 19th of Jan, you get caught in a verification look where no-one responds however Vodacom states a 24 hour SLA - My initial "deal" from Vodacom was the same as if i went direct to the IStore, this when i am told i have a great customer score - It is as if Vodacom wants to make it as difficult as possible to get an upgrade which is really rewarding their customers, is transparent and shared over email and includes some of the benefits offered before - My greatest concern is the lack of consistent and "honest" information, and when you complain, nothing is addressed - There is also no escalation process, a customer gets caught in a loop of the same complaint, talking to different people with no resolution taking place - Multiple conversations across different channels, phone, email and Twitter but only 1 ref number provided - Is the perfect time to move to other networks however even that requires admin I would like to ask how to formally escalate my complaint regarding untrue information from Vodacom, along with a proposed way forward from Vodacom in writing. Having an agent tell me that I can take the deal, then phone back to get the other deal using a recording as evidence is not the way to do business.