Ridiculous process

I've been a customer with Vodacom since forever (more then 10 years now). On the 12th of October 2015 a requested a copy of my contract with Vodacom. The first lady I spoke to told me that she would logged the request and someone will phone me with 2 working days. I received a sms stating the the request was logged. 2 working days went by and no one contacted me, so I phoned Vodacom again (14 October 2015) to find out what is the hold up. The second consultant told me that no one will contact me unless I fax or email me request on a signed letter and a copy of my ID, I could not understand why this was not said the first time I contacted Vodacom, But I sent the documents through. On the 16th October I phoned again to follow up on my request, the third consultant aid that she can see on their system that the request was closed and will follow up why I have not yet received a copy of my contract. Today is the 3rd of November and I still have not received any contract yet...I think it is ridiculous to wait so long to get the correct assistance and any documents from Vodacom. I understand there is procedures in place, but this is unacceptable.