Upgrade gripe

My contract is due for an upgrade and I completed an online application request through the Vodacom app. Received a notification that an agent will phone me back within 24 hours. Three days have passed and when I followed up a call center agent advised me that my account has been locked down and I will need to go to a Vodashop to process an upgrade. My frustrations:

- No effort was made to contact me in order to inform me within the communicated 24 hours; - The agent mentioned that the account was locked down to possible ********** activity in the past on my account. One of my contracts with Vodacom had a ********** simswap conducted inthe past and I think this is what gave cause to the lock down; - You are forcing me back to a Vodashop and that is where the ********** activity in the past on my account originated from. You can understand my reluctance to deal with a Vodashop again; - I will now have to pay a R150 administration fee for going the Vodashop route whereas I would have saved that through the online process as advertised during the upgrade process I followed this week.

I am really disappointed with the ****py service I receive from institutions such as Vodacom and there never minded attitude to a small fish in the pond.