Slow Slow Slow service

Good day

So I am trying to upgrade one of my contract and the other is also due for upgrade, however due my details being incorrect on the system I am unable to upgrade and the sales assistants are unable to check what I qualify for. So I sent my correct documents to Vodacom twice already and have received no response what so ever. I have also called them almost every 2nd day to check but no response. My last call was Friday 2 March where the assistant logged another call to the contracts admin and for the first time I received a sms saying a call was logged. This is now the 3rd week and I am becoming really frustrated as Vodacom is setting me back in my business as I cannot upgrade.

Please can someone let me know why it take 3 weeks just to change a surname with Vodacom.