Very poor customercare service!

Very poor service fron vodacom. I have been with vodacom as long as I can remember. I did a complaint on Hello Peter last week about an apgrade reversal that I am still waiting for them to pick the package up, they phoned me back eventually, I am in hospital so need to give a third partys details I asked the guuy to please phone me back in 30min I am still waiting... tried to phone yesterday and today. No pick up!!! So please te me how the hell I can do my upgrade reversal to do my actual upgrade!! If this is how this are going I proberly wil end my contracts.