Very Bad service

Trying to upgrade my phone operators said they would call back still waiting tried phoning the 3rd time a week later calls were dropped twice and then was told they cannot upgrade because I have a Pre Legal block on my account *** I have a debit order. Was transferred so that I can get the block removed now I must wait 2 hours and try again. I have been with Vodacom for over 25 years. I think it is time to change my service provider. There was a ad on FB advertising upgrades I thought the questions and answers were vague only to find out I was communicating with a robot. How is it possible for a company the size of vodacom to survive giving such bad service