Pathetic and frustrating service from Vodacom retentions!

Vodacom retentions confirms yesterday that they have received my S10E which was returned last week Thursday. According to retentions I could only cancel the current package once the phone has been received and then I may upgrade to the package of my choice. Yesterday they tell me I can only change the package in May 2019!!! Every retentions consultant has a different story! They talk about being SA's leading network with this pathetic and frustrating service! Seems I should cancel all my lines instead of upgrading if this is the kind of service I will be getting !

To add to this a Vodacom Hello Peter representative called me yesterday and said that he will get his sales team to resolve this and his sales team will contact me soon. I have not received any call since 3pm yesterday!!!