No action after 26 minutes on call

Dear Vodacom, what should be the correct procedure to make contact with you, if it is clear that you do not want to talk to me?

Let me explain: Vodacom offered 20GB of data as part of an upgrade. Up to date I have not received it and wanted to find out when I will get it, or what I need to do to activate the data. I phoned the call center on their 111 number. The agent agreed that it was not loaded and put me through to another department. After 14 minutes I made contact with a new operator. After a repeat of the questions I was put on hold again - for about 5 minutes where after I was put through to voice asking me to rate the service. After this experience I've tried their webpage to find a place where I can email my issue... There are only call center options or a call me back in 24 hours.