Swak service and Swak Retention. Just plain swak

I recently wanted to upgrade 2 of my contracts. When calling the upgrades depart, like I always do, I received no help at all. Service was shocking. The lady who helped at first asked me what I want and i advised her. she then started to only give me contract options that is double what i am currently paying now. I decided to call back as i was not happy with the offering. The second time I called, I spoke to a gentleman. He advised me that my contract was upgraded at Eastgate Branch. I do not live near Eastgate at all so how was this done. I also advised him on my previous experience, and he promised to investigate this issue and call me back. I am still waiting. He also advised that he would seek better upgrade options and call me back, again, I am still waiting. Me, stupid I am, thinking that Vodacom told me that I was a loyal client, called the call Centre again to discuss an upgrade of my contracts, receiving the same service as the first person. When i looked at the website, the was a Samsung A20, for R250.00 pm, and a data deal for 10 GB at R100.00 pm, but this was not mentioned at all. Is Vodacom making so much money now that they only offer contract to rich people that is willing to pay R1000 pm, and not bother with the client that cannot afford it, yet been a client for over 10 years now, has 6 contracts in place and my total amount payable is way more than R1000 pm? It sickens me to experience this, empty promises and services received. I even tried to reach out to Vodacom by asking for managers details and going to social media, but nothing came of it. Clearly a message is being sent by Vodacom and their staff and they are clearly not interested in the average guy anymore.