No service from a customer based company

I cant believe I am sitting up with this vodacom for so long! You are making thousands out of me yearly but when I upgrade then I get treated like this... and not to mention I was called and told that 'because I am such a loyal customer for so long' I qualify for fibre... what a joke! I was called and told I actually qualified to get more data for the amount that I am currently paying. Then when I received the home internet device I discovered that it wont serve any purpose since it is off with loadshedding. I called and asked for the device to be returned... I was told there is no reference nr I must wait for the consultant who upgraded me to call me. I called again and said the consultant never called me back, was told that I must wait for Ram there is nothing that I can do... to make a long story short the home internet was cancelled after someone called and said I qualify to upgrade to fibre... but 2weeks later no feedback. Now am being send from pillar to post: call upgrades and cancellation for feedback, upgrades says I must call fibre dept, fibre says there is nothing showing on their side, I must call customer care, customer care says I must call upgrades, upgrades says I must call fibre or go into a store.... what the heck? When I ask the lady to escalate the matter she ask me to where and what must I escalate, so I told her I am paying you (as vodacom) so you tell me what and to where I must escalate it... So here is my question, how innovative is vodacom that they call me and tell me I am elligable to upgrade to fibre but then I must call after you to get some kind of feedback??????? Can you exist without customers?????.