Upgrade Department - Pathetic Service

On the 5th April 2019 I tried upgrading using the vodacom app, selected everything and was told the upgrade was approved and an agent would call me. I was called and confirmed all my details. Then I was told that I don’t qualify for that contract and a portfolio review request was requested. I was told it takes 24-48 hours. I was not contacted within that timeframe so I called again to query, I was told again it has not been attended to as yet I would be contacted. A week passed, still nothing, I called again to be told that it can take 2 weeks. This in itself is ridiculous, when I asked to be transferred to someone else to assist me, I was told there is no one who can help me it has to be reviewed and I would be called. It is now the 23rd April and I haven’t heard a thing. I’ve been trying to call non-stop for 40 minutes and have been holding. This is pathetic service and the fact that I cannot speak to someone directly about this is not acceptable. Are we not human beings? We cannot be told to wait and wait and wait for the request to be attended to. I’d appreciate a call from someone who can assist me with this issue ASAP.