Legacy customers worth nothing

I have been eligible for an upgrade since the 1st of February. First I tried on the Vodacom app which told me I have to visit a store. I tried online... same answer. Then I phoned. I was told that I am a "legacy customer" and due to my contract being with Vodacom for so many years we qualify for additional benefits and discounts, which is why we cannot do it online. Then I was transferred to another department who had no idea what I was talking about and continued to transfer me back to the original department who then transferred me again. This time I got through to someone who assisted but when I said I wanted to get the S20+ he told me that they don't have deals loaded for that handset on the system I must upgrade online or on the app, which we've already established I cannot do due to my "legacy" status.

So after I demanded to speak to someone else I was told a special consultant will phone me back who has access to the legacy system. Wonder by wonder she did and I completed the upgrade process with her telephonically. Or so I was told.

Today I got the regular SMS stating that I have less than a certain amount of data available on my package which indicated to me that my plan has not been upgraded yet so I phoned to check if the upgrade has been processed. Once again I am being sent from department to department and eventually cut off with nobody being able to confirm that any upgrade whatsoever has been processed on my line.

So the rewards you get for being a "legacy customer" for many years is that you get kicked off all modern systems and don't get to use the app or the online benefits and that no consultant can even assist you telephonically. There was no mention whatsoever of any special deal or discount due to "the many years of loyalty" which landed me up on the legacy system, which is clearly the line the consultants were told to appease unhappy customers who were struggling to get assistance. In fact the lady who assisted me said that she will try her best to match the deal that I saw on the app for me. So where is the benefit?

I still have no idea whether my upgrade has been processed although it sure doesn't seem that way as I still get told I am eligible for an upgrade. And I have no way to check or confirm.

So then I'll rather port my number to another network where I become a new customer and can benefit from the online systems and apps.

Apparently if you are loyal you get left in the card board boxes to gather dust while new customers get better treatment. How does that work Vodacom?