Vodacom email system

Vodacom my service provider for as long as I can remember. Email is always last resort because they control everything. Do not bother to stand in line in vodacom unless you buying something a sales person can help you with. Any other technical issues or queries or just plain want to see if you can add a laptop to my account are not worth it and a standard answer is no you have to phone a number etc. Try phoning that. Yes they are busy but so am I. If you send a very well written email stating name, address, vodacom account number, ID, which bank and what acc type, home address from your email which they have on record. With out fail you get an email back asking for 3 to 4 already given info to confirm you are not a imposter. Examine an attorney or doctor doing this? This reply to questions email gets sent and never gets answered even if they promise someone will contact you. Is this poor service or is it the norm in this so called technical world. I leave my phone on loud hoping to get a call but no that does not happen. Surely one person accepting the first mail can answer a fairly well written request or question by return email. Get with it guys. You wasting our our precious time. Or are you just hoping the query will go away and you can continue getting revenue which it's perhaps not due to you. I refuse to change my account because you do have the best reception in the country & world. I am forever grateful but some simple assistance would be great.