Unsatisfactory Upgrade

I made the decision to upgrade my current contract today with Vodacom and must express my dismay with the lack of customer service and professionalism from the consultants I spoke to. The lady that assisted me with the upgrade could not understand basic feedback, I had to repeat myself over and over. Management needs to start taking a keen interest in the way their clients are dealt with. I ask for a promotional data package for the duration of my contract as Vodacom has in the past been so kind as to grant me this courtesy for which I am ever grateful, but the consultant could not assist and said I needed to speak to the cancelations department, I asked for a direct transfer. Needless to say, that did not happen. We had to go through the whole IVR of robotic voices until I called back, spoke to another consultant who also could not assist, was transferred again to which end the call cut. I called back again, by now this exercise took 40min. I got through to a very apologetic Nelson in Cancelations, trying to allow me to vent (Thank you Nelson). He could ultimately not assist me as the help I needed was to be done by the person I spoke to 1st in Upgrades. This pillar to post pushing of your clients are really unwelcome and I am sure that it is not TCA. I urge a member of any team in Vodacom with the mandate and savvy to help me to please give me a call.