UPGRADE ISSUE AND THE WORST CUSTOMER SERVICE

My husband's contract was due for an upgrade in January. Now this is my number but the account is on his name. No one called to ask what we would like to upgrade to but WE were getting messages to say that the contract is expiring and the contract will run on a month to month basis. On the 28.01.2019 I requested a call back on the APP to do the upgrade. The reference number was KUX8PN. The online consultant called my husband and he ordered the S9+ because we initially wanted the S10 and they advised that they have received no communication of the launch. But the launch was scheduled for the 20th February. They informed him the S9+ was discontinued so what we wanted they couldn't provide us and gave what they wanted? On the 31st the S9 was delivered and I told my husband but the S10 is being launched and why cant we pre-order and he said that he was not offered it. Now mind you at the same time he took out an additional contract for 4 Laptops. I called the online department on the 08th February asking them for S10 and the consultant said that they have received no communication of the Phone. So I left it there. I called on the 11th February when the adverts of the Samsung launch was happening same story and told them to fetch their phone. On the 21st February the day after the launch my husband called and they informed him that the 14 days expired and the billing is through already so there's nothing they can do? Now the 14 days expired on the 20th and he called in on the 21st. But they refused to help me on the 8TH AND 11TH. Now because its my number but the account is on my husband's name and we are married in COP they wouldn't help me and they wont call him to confirm if its fine for me to speak to them? I also called and spoke to the supervisor either (Sameera or Shaheena) explaining the same thing that they said to my husband, so I said to her that I called in on the 8th and the 11th asking about the S10 and my nephew has the Red account and he put in his order? They can have a look at the system. They said there is no way I can get the S10 now why would we upgrade to the S9 when the S10 was launched. She either (Sameera or Shaheena) said that she will have to pull out phone recordings which take 24 to 48 hrs and she will come back to me. Now from Monday I have been calling and no one has bothered calling me back? When calling the call center you have to wait up until 15 mins before they answer? I've left several messages for Shaheena and when I finally spoke to her on the 26th she said that I spoke to Sameera Chetty and not her but she was aware of the query, how when she claims that I never spoke to her but Sameera? She did say that she asked Sameera to call me back. Which she terribly apologised for her Sameera not returning my call. Today is the 27th and almost a week later no correspondence from the online department. This is PATHETHIC customer service . During all this time from last week I also send a message on Facebook messenger and there too was no help. And their response was sorry we cant help you will have to wait for your new upgrade or take out a NEW CONTRACT ???? Now my concern is that they going to come back and say that the 14 days have expired AND THERE'S NOTHING THEY CAN DO TO HELP ! We have never experienced such terrible customer service and especially with VODACOM being such a successful enterprise. Prior to my husband porting my number to Vodacom in 2017 I was a CELL C user FOR 16 YEARS and had no issues with them. If this issue is not resolved I will port all our numbers to CELL C. I would appreciate if someone that is competent to come back to me urgently.

HIGHLY IRRITATED AND AGGRAVATED