Service Requests Support is shocking and nonsensical

What is the purpose of having an online Service Request support system and call centre when they can't help you. I register a service request on the app, the request gets updated after 5 hours informing you to contact the call centre. I contact the call centre the operator informs me that the the ticket has not been assigned to anybody and I need to wait 48 hours. What's the point of this process? Why not just be honest and say we will help when it suits us, but yet Vodacom takes your money even though the service is not available.