No upgrade for 4 years

Hi who can contact me that's not just a call centre agent. To help me with my upgrade that you guys still won't do for more than 4 years in a row. Vodacom is more than happy to take your money every month and if you don't get your money you disconnect the line. But now that you must help me you just say sorry after all these years of paying. Terrible service no one wants to help you can't talk to any one accept your call centre.