Online / self help useless why bother

In general I've always been happy with vodacom. But was moved to vodacom via Autopage and since this moved my debit order didn't work. Also very possible to change or rather add services to your account online, but cancelling it is impossilble, you have to phone. I also wanted to change my debit order multiple times but am unable to unless I go in to a store, which isn't convenient. Now I am able to upgrade and cannot upgrade because my debit order isn't working. I have been paying my account on time via EFT since the move from Autopage. and cannot upgrade because of this. which isn't a problem the fact is. I have waited 2 weeks since requesting an upgrade online for one of the vodacom agents to call back but nothing. WHY OF ONLINE SERVICES / SELF HELP if we can't help our selves and your information online is advertising that one can upgrade but it is incorrect. SORT out your online services.