Upgrade HASSLE

I've been a customer with Vodacom for over 15years now, with 5 lines with them but every time I have to do an upgrade on one of my lines I experience the same issue that they are not able to assist me because I'm on an old system. They promise that someone with the legacy system will call you back but no one ever does, you constantly have to call them to get the issue resolved. Tried their online facility, seemed seamless, even got a reference number to confirm that my application has been received but was forced to call in again after I was not able to track the status of the order, only to be told that my deal was never loaded. Upgrade attempt was started since Wednesday 18November, its day 5 today and still waiting for someone that has the legacy system to call me back. in order to something as simple as an upgrade. I've called in several times, different departments, over a few days speaking to different agents but still no success. If this is the service you get for years of continued business with them, can't imagine the pathetic service new clients get.