Vodacom and Elite mobile disregarding their clients

I have been using Vodacom, same number since 2000, but suddenly Im told I don't have a profile with Vodacom, yet I have a contract with them for over 10 years.

I was due for upgade in 2016 December , and I was undecided on which device to take , then early 2017 I receive few calls from Vodacom and their agents (Elite Mobile) reminding me of the upgrade and I told them I was not ready yet and then I was offered a mobile modem with data in the meantime I was deciding and I accepted that, I even asked if its on a separate deal and they said yes , and that I was asked if I still want to receive monthly airtime while deciding on a device I said yes, since I was getting airtime and billed even when I didn't upgrade yet.

Now problem comes when I now want to upgrade , I did the usual to login to my Vodacom to review the devices I qualify for like I have been doing over the years and suddenly , I don't have a profile on My Vodacom. I called Vodacom several times to fix that and up till now my profile has vanished and Im told I cannot upgrade since I did sim upgrade with Elite Mobile. I was referred to address my issues with elite mobile , till today they are not helping.

I have requested the recording of the conversation when I accepted a sim upgrade and I was told they cannot send it to me but they can send me a transcript of the conversation.

Weeks later I received it and It is not the true reflection of the conversation, my responses are not on the script, I then requested the recording , since then they disappeared after asking me the address of the nearest vodashop when I can go and listen to the recording.

Now I'm stuck with a 5 years old phone on contract that I cannot upgrade or cancel the contract without paying the penalties and Vodacom say they cannot help me in many times I tried to get their attention. So much for my loyalty with them for so many years. I'm disappointed with the way Vodacom is disregarding their client, they are forgetting there is competition, when loyalty is abused someone else willtake over.