Unacceptable

I called into the upgrade dept. I was automatically put into the automated queuing system. I was advised I was caller number 6. I decided to hold for a consultant as my previous attempts at requesting a call back were unsuccessful. After 17mins I was advised I was caller number 1. I did not mind the long wait as they were probably busy. But I after I couple more minutes I was then advised I was caller number 7, without my call being answered, I was pushed back even further in the que. Either this is a technical problem or it is Vodacom's way of not dealing with your call hoping you rather go into a store. I have a couple contracts with Vodacom and was looking to upgrade 2. If this is the service that Vodacom now provides, I am reconsidering my decision.