Rude and unprofessional service rendered

Vodacom does not take customer service serious, I always received calls from then telling me that I qualify for this and that but at the time I had an existing contract and did not want anything extra, now this year I decided that I want an iPhone XR I was told I do not qualify, this was very strange to me as I never defaulted on my monthly premiums plus I pre paid 10 - 12 months of the remainder of the contract, so I decided to call customer care to get better clarity and I was referred to a retention specialist, when the retention specialist assisted me, she was also confused as to why my portfolio was downgraded as when she checked my profile she saw that I never missed a payment plus I pre paid my contract meaning that I am a good payer, so she logged a query and escalated it so that my portfolio must be changed back to a p700 so that I can qualify for the cellphone I need, she gave me a turn around time of 3 business days, now after 3 business days I call as I was promised I will receive an sms or email notifying me about the changes but nothing, when I called I was told no the previous person should have told me that it is actually 3 - 7 days, then because I am a patient person I said okay I will call after that, then now today I call because the turn around period that I was told about passed and needed feedback, I was put through to a very rude and impatient guy from retentions department, I asked about the turn around them he said he does not know, I asked if maybe he can escalate this as a priority due to the fact the the SLA has passed and still my query is not yet resolved and he just kept quiet, so now I asked him to give the line to his manager so that I can be assisted then he was so rude and spoke to me like a child telling me that he is not going to do that then I told him I am a customer and I want to speak to his manager then he just kept quiet deliberately to frustrate me so that I can hang up and also so that I cannot rate his service, this is really bad customer service from both Vodacom and its representative, please assist in resolving my query as per agreed SLA or I am tempted to refer the matter to ombudsman for bad customer service.