NO HELP AT ALL

After having my blackberry repaired it worked for 3 days and then started rebooting all day again. Once again i took it into Vodacom repair centre Voortrekker street Alberton . They could not repair it so replaced it with exactly the same refurbished phone. On putting my sim in on thursday night i noticed that i could not pick up any nos or go on Facebook or bis. Called 111 Thursday night, lady saI'd her system was down she would call back, she didn't. ? called 111 friday lady said she would call back, she didn't. Called 111 again about half an hour later, gentleman tried to help me but said it needs to register on their side so he will call me back on Saturday , i am still waiting. Firstly we have had this contract now for 12 years and when I really needed help I do not get it. Secondly do the customer service operators know how to do their jobs, cause they certainly don't know about customer service follow up. I am currently paying for fb, bis etc without having use of it. I am due for an uupgrade 7/7/2015 and will certainly not be upgrading with Vodacom if this is the non service i get.