Vodacom accounts\upgrades

My line with Vodacom has been due for an upgrade for quite some time now, I enquired about upgrading my package and handset only to be told that due to my credit profile, I have to pay in an extra amount in order to do an upgrade (this is how it was explained to me). Today, the 13th of August I contacted Vodacom again, through their customer care at Vodaworld, where I was told that the only thing that can be done is to have my credit profile reviewed and see if there will be any respite. This by the way is the second time I asked for this to be done. The service agent at Vodaworld explained what she's doing and I can not fault her on her service. She logged a service request - S4-BY52Q-QMHYZ - this was approximately 10am this morning. When I got home at about three, I got an SMS stating that the service ticket has been closed. This is where the fun starts. I phoned customer care to enquire why the ticket has been closed without any feedback. As is the norm with Vodacom (it seems), I got transferred to 4, yes, four different departments and when I got transferred to the 5th person/department, the call dropped and I was directed to the rating of the service part of the call. in other words, THE CUSTOMER DID NOT GET SERVICE. Not only did I not get service, I'm still sitting with an unresolved query, which according to Vodacom has been resolved and the customer doesn't need to know what the outcome was. I am the customer and I want to know: 1. Why do I have a "bad" credit profile with Vodacom, if my account is paid every month, on time. Yes, I don't spend a lot with Vodacom, but I'm still a paying customer. 2. Why is the service ticket closed without any feedback from Vodacom. The perception is that no one knows how to deal with the query, therefore we bury our heads in the sand, and it will go away. I am not looking for a specific outcome, I am looking for feedback. Surely someone in this vegetable soup of an organization has the experience and DEFCON 5 clearance to look into this matter and revert back to the customer. While I'm on this subject, could someone also please explain why my account is on an "old" system that only certain consultants have access to, and why after I give you all the required information, I still get asked if this is a business or personal line. Again....the perception is that there is something wrong on my account that I am not aware of and that no one at Vodacom can explain this to me.