Not getting back to me in almost a week!

I have been a customer of Vodacom for a long time. So when my phone breaks I decide to go from prepaid to contract with my obvious choice, Vodacom. I completed the forms was told they'd get back to me by the end of the day. I have called them three times in four days, every time to be told they'd get back to me by the end of the day. My phone is not going to last much longer and I have no luck getting Vodacom Bayside to let me know what's happening. Three times I gave him my ID no, three times he read it back and it was wrong. It was like he wasn't even paying attention to what I was saying to him. Come on Vodacom, I have never had problems, why now?