Unsatisfactory service

I have a problem with airtime that has vanished. Contacted vodacom via e mail , they rep**** by saying that someone will phone me back within 24hrs... now more than 72hrs. Tried to phone customer care you are cut off every time. Never get to speak to a consultant. Even went to vodashop in Bayside centre but since they are a franchise they are unable to assist me. I was a loyal customer up to date but their service is atrocious.