Very Rude Consultant

I have upgraded my contract with Vodacom last week. I did all this online. And after online submission, there was an instruction stating that I must have my IDbook with me ready at the time of delivery. Today Ram came to deliver and they wanted all the unnecessary things like the stamp of the company I work for, my proof of residence and IDbook. I only had my Identity book with me since that was what I read online at the day of online submission. So I didn't get my phone. When I check its online status, it says I had cancelled my order, really? Then my wife called Vodacom upgrade department. The phone was answered by Palesa. When we asked her why is it that we were asked for proof of residence by Ram? She said we were supposed to read the terms and condition online before proceeding with upgrade, she can not read them for us, really now? Is that how you treat customers. When my wife told her that the instruction online was about the IDbook only, she continued by asking if we have read then what is the correct number to call should we have a problem? Really now Palesa, you want us to tell you your contact details. We've been with Vodacom for more than 15 years, upgrading over the phone or online without hussles. And Vodacom used to have very nice people answering their phones, not people who would ask us about their jobs. Just so you know, the fact that we've been so loyal to you does not necessarily mean we are stuck with you no. There are so many options, we can always pack and go