Shocking Service from Vodacom

I purchased an Apple iPhone after checking with The Glen Vodacom store that e-Sim technology works on their network. The phone works but I cannot get my sms's on the new phone so I am forced to carry two phones. I have spent endless holding on for consultants on the call centre. When the line drops they don't phone you back despite the fact that they your telephone number. Eventually I managed to log two calls and was told that the turn around time is 3 days. 7 days later on one and 5 days later on the other and no feedback. I was then told by the Manager at the Vodacom shop to send an email to the customer care line which I have duly done twice also no response. Right now I am busy on the line with a with one of your consultants and I have been on the phone for more than an hour and she has openly admitted that she is not a technical person and she is trying to find a technical person to assist. I have spent most of this hour listening to the music they play on their call centre. I have searched the internet for the contact details on who I can escalate this matter to to no avail. This is absolutely shocking service. Is this how someone who has been a client of Vodacom should be treated?