Poor service in upgrade department

Bitterly disgusted by the service received by the upgrades department at Vodacom. I called to arrange my upgrade and it was arranged I would be called the following afternoon at 17h10. No call received. The following day (3 days trying to finalize my upgrade) I call again and was told that the lady busy with it had left already and no one else could help. Today I get a call and request they contact me after 5 as I do not answer my phone at work AGAIN no calls. I have been with Vodacom since I got my first phone and have NEVER received such poor service. In a economy that we are in you need to keep every customer you can and with the service being received you will be loosing more customers than getting new ones. I am expecting a email with a explanation within 48 hours or I will run my contract till the end which is only a few months and then go to a different service provider.