Lack of service

Trying to upgrade my contract as it is due for an upgrade. After calling them 5 times and even speaking to a team leader my upgrade is not processed. I am dealing with the retentions department and have been with Vodacom for 25 years. They are not very enthusiastic to upgrade. Seems like they done need the business. I also have 2 contracts with them. Looks like it's time to find another service provider. Absolutely shocking