Poor service

I have a problem with my CLIP on my new contract, it’s showing as active yet I don’t see caller details for incoming calls I have Vodacom 2 time already to escalate .one agent promised to call me back and never did. I have switched off my phone numerous times. Today, I called again, and I have been holding for 15 minutes, I have never held on the line this long before. Someone picks up and the music starts again. So what am I supposed to do when my query is not being resolved.