Ticket in progress for 14 days and counting...

On the 18th of December I went in to a Vodacom shop to do an upgrade on one of the contracts on my name. Before I started the whole process I asked the consultant if they have stock of the items I wanted to upgrade to, luckily they had stock. So we started the upgrade process. Previously I wanted to upgrade this contract via the Vodacom app and by phone but we ran into some issues that they couldn't fix. The consultant informed me that he was getting an error and he phoned someone to assist with my upgrade. It was taking a while and he asked me for my details and said he will call me back as soon as the issue was sorted. The 20th of December the consultant phoned me back and stated that he had to log a call with the system admin at Vodacom to have a look at the problem. I also received a message from Vodacom stating that a service ticket has been logged.

On the 29th of December I phoned customer care and requested an update, the response I got was that the call is in progress and that the system admin is looking at the ticket. So I asked if Vodacom only had one system admin, the agent responded that they have a team of system admins. I then asked if the entire team was on leave and I was told someone should be available to assist. I then said that if my upgrade wasn't completed by the 31st of December I am going to cancel the contract seeing that I've been trying to upgrade this contract for quite a while now. The call was 9 minutes and 24 seconds and a complete waste of my time, because I didn't even get an survey to complete afterwards and to date I haven't received any feedback from Vodacom. Today is the 3rd of January and I'm still waiting, I even phoned the store to see if they can tell me something I don't know they had the same response as the call center agent its still in progress.