Poor customer service

Vodacom has to have the worst customer care, I have been trying to upgrade my phone for the last year, yesterday I spoke to a Mbali Mguni who said she was going to call me back and to one has called. what do I have to do to get proper customer service. other companies pride themselves with customer service but not Vodacom. please can Mbali Mguni or some one call me about an upgrade. sad that I have to resort to this.