Seriously reviewing the renewal my Vodacom contract!!!

So its come time to do a device upgrade and renew my contract. I request a "Call Back" for Vodacom to answer some questions and assist with my renewal. An online person "Preston" called. Honestly, in the beginning very savvy and advice given was sound. So I go about making the decision about what device I wanted (based on the advice given)...and then the issues start. So in order to complete the online transaction "Online Person" sends a OTP to my number which I duly give across and he proceeds to ask me questions. Then sends another OTP and asks more questions...then sends OTP a third time and asks questions...he then comes back to me to say he cannot complete the online transaction because I do not comply with said questions that were asked, and I am now blocked from the Online request...I now need to go INTO a Vodacom Store to re-apply...WTH??? How do I not comply with the random (stupid) questions you asked? When last did Vodacom call me to update my personal details? Vodacom, pls just state whether you want to retain a LOYAL customer, or are you begging me to port to another SP...???