Monopolistic?

I opened a new contract with Vodacom telephonically on the 3rd of July. I waited for a call from their confirmation department to sms or call me of which they never did. I had to call them on the 5th to check if my order was completed and when my gadget was gonna be dispatched to me. I spoke to a lady by the name Tshenolo who was so helpful in getting their confirmation department to contact me which they only did at 18:21 p.m and unfortunately I missed that one effort they made to contact me. This morning I called again to find out what's taking place and I was told the department has a back log and only make three attempts to contact a customer. I'm surprised because my phone only rang once and that was after I had made efforts which I'm still making desperately to be contacted by a seller so that I can be his client, sounds beautiful. Is it a case of an over grown business or other monopolistic tendencies? By the I have 5 other contracts with this service provider and I guess this is a middle finger gesture and it mind be time to ship off!