Vodacom - explain "customer care" or lack thereof

Vodacom we are now the 15th of February and still I am calling and being promised emails - Fergie - what happened at 12.25pm today you were going to send a mail to which I was supposed to attach an invoice for you to copy - must I do Vodacom's work for them too. Now I am on call number 3 to your "LTR" department - that you actual have a department for "Long Term Repeat" callers is an explanation. I have now being holding 5 minutes for customer acquisitions - I can't work like this. I appear ***********. Mbali you were brilliant yesterday but now??? Going into 10 minutes and counting. :( Now I put the phone down as the person wasn't even BRIEFED as to why I had called and I must go over and over my story.