Service level disappointment

Vodacom customer care has the worst service levels ever.when has the service become soo poor ! I called in to get updates on my existing contracts.i needed to know when they were expiring.the first agent who answered said her system was loading and put me on hold.then a male agent comes on the line to assist .he couldn't even tell me what contact numbers are linked to my profile.i had called many times before and fortunately for me all those times I had good assistance. This agent couldn't express himself properly and clearly didn't know now to read his system. he then gives me numbers that I know should have been finished months or even years ago. I called in to check what's still open and he tells me I need to go gather all my information and numbers and call back.i have been a vodacom customer from 2010 and I had many contracts taken out.if I knew all the numbers for the past 9 years I wouldn't need his help to tell me what's still pending .further more he asks me questions about why I am not downgrading my packages. He could not even explain why he is suggesting that to me so I said I'll go into a store.he then asks me what do I want to go to the store for ! I am absolutely shocked and disappointed by the device I just received and will definitely not be taking anymore contracts with vodacom if this is what I will be going through wen I need assistance .like I asked before...when did the level of service drop soo drastically...???