Vodacom has a 3 months turn around time for complaints

I am disappointed with how the customer service has dropped with Vodacom. Yesterday I received an sms advising me that I have been successfully subscribed to the TeenUp service where I will be charged R10 per day for the service. I dialled the number *135*997# to unsubscribe and also called their customercare line to confirm that the service has been cancelled and that my airtime has not been deducted. The lady I spoke to told me to wait for a confirmation sms which I still have not received. This morning I called their customer service line and spoke to a very arrogant person called Khululekani, She was so rude and told me that I must send an email for complaints which will take 3 months for Vodacom to respond and that I will not get my money back. After arguing with her that there is no way the turnaround time for complaints can be 3 months , she finally gave me to her supervisor Pontsho. Shame, after mumbling for a while ,she confirmed the service is a Vlive service (Vodacom App) and that she will now process my refund and I will get the money in the next 2 - 3 days. They still refused to give me a reference number for a service request and told me that my cellphone number is my reference . Since when did things change so much with the company where one needs to practically make threats before they will get a respond. Such a bad way to start a day.