Poor service

I have been trying to do an upgrade for more than 2 months now. It is a deal match. I have emailed a team leader all the information and i am still waiting for a reply. Why is Vodacom unable to assist with a deal match as they can see the deal from another service provider. How long do I have to wait to get my upgrade done? Vodacom keeps come back to me with a different deal. I have been a loyal customer with Vodacom for over 20 years and this is how a loyal client is treated?