No customer service, no explanation from Vodacom, not from their stores

Worst customer service ever, I phoned on Friday, no one even bothered to answer, like no one was there, also I want an explanation from Vodacom and not from the stores regarding trade ins, why didn't Vodacom explain that in order for a trade in to be done, a client must be eligible for an upgrade, why didn't Vodacom put that also on their web page, an explanation from Vodacom, just Vodacom, do not mention the stores