Poor Service on Online Platform

I have done a Deal Request on Friday the 24th of November for my handset upgrade on ***. The email state that I will be called within 24 hours - This did not happened. When I call ********** 4 yesterday nobody answered after 20 minutes of staying on the line. I called again today and hang up after 30 minutes as there was no intention from Vodacom to speak to me. What is the point in having a online platform that you are unable to service? Industry standard for call answering at a Call Center should be seconds and not minutes like in your case. I would appreciate it if somebody can call me so we can finalise my upgrade if it is not to much to ask since I am YOUR CLIENT!