Nonexistent Service from Call Centre

I have had the worst experience on the phone with Vodacom trying to enquire about upgrading. I am getting SMSs telling me to upgrade, but I am sure that my contract only expires at the end of December 2021. I want to know if I pay for two phones and contracts, two sets if insurance, etc, if I upgrade now, or whether the old contract and old insurance get cancelled.

I called twice this morning. First time someone answers, doesn't say anything and then hangs up. Second time, a woman called Pricilla answers. I ask my question, she checks the phone number and verifies me. She then stops talking to me, but I can still hear the background noise of the call center. I spend about a minute going, "Hi Pricilla, are you there? Pricilla, can you hear me?" until she finally hangs up.

I still do not have an answer to my question. What is the point of having a call center when the staff are so rude and don't even deign to answer a simple question? I will now have to go into a store and probably waste more time trying to get an answer out of these people.