Vodacom business methods

I have been a Vodacom customer for over 20 years,and am constantly amazed to find that they seem to be able to set new lows all the time in customer service.Recently a new charge appeared on my account for R158 Rand,for something I had not authorised or needed.I have subsequently tried on dozens of occassions to speak to a human being,but have been treated to"Hold on your call is important to us"and nothing else.Recently some one phoned to ask if I was satisfied with their service,I asked if I could speak to somone with regards to their complete eglect of us the customer,obviously nothing was followed up.Perhaps if they could reduce their TV ads showing a happy bunch of actors,and trained all and instead instilled in all concerned the real meaning of "your call is important to us"perhaps I would not be so grumpy.