Shocking service from Vodacom

Shocking, shocking. We have several contracts running with you guys. We haven't upgraded, with most of them for at least 2years. It is my daughter's bday on Friday, she couldn't wait for her upgrade, only to be told we upgraded it over the phone with someone at the call center, which we never did. Same story with another contract we have with Vodocom. I contacted everyone at Vodacom, only to hear they will look into the matter and reply within 14 days. The online chats are also ridiculous. All I get is "all the agents are currently busy." WHERE IS YOU CUSTOMER SERVICE???????????