Train your call centre staff

We have a business account with a number of contracts. In the past month we have tried to do upgrades on 2 of these handsets. Initially all went well, upgrades were ordered efficiently. When we called a week later to check delivery, we were told that the first upgrade had been reversed. Couldn't provide an explanation. We tried to re-do the upgrade, but Brenda, who kept putting us on hold for an hour told us she couldn't do the upgrade as the system showed us as individuals and not a company. We have had our account for many years, and have never experienced this before. We were advised that the 2nd upgrade was on hold due to availability. I went to the Vodacom shop in the East Rand Mall, who handled the first upgrade in time, with no problems at all. This morning I called to find out about the second upgrade. I was again informed that the upgrade had been reversed as they had tried to call to confirm delivery but no one answered. We haven't received any calls! Instead of holding and wasting another hour of my time, I went back to the mall and did the upgrade there, once gain, excellent, fast service. Call centre staff clearly need training.