Upgrade Fail

I received a call from Vodacom lady who says she manages my contracts. I agreed to take an upgrade on two of my lines and went through the entire process with her. She said I should receive everything in the next 2-3 days. To date, there has been no sms and no delivery. On Friday I contacted cancellations to cancel a line and of course they put you through to the retentions team. Spoke to a delightful person named Mlondi who then confirmed that the upgrades were never done. He would then do them and call me back by 2pm. This did not happen either. Why such poor service?