VODACOM : I feel like a number rather than a valued customer

ISSUE : No one interested in resolving my issue related to portfolio increase DURATION : Day 4 of issue NUMBER OF CALLS : 9 DURATION OF CALLS : 1hr 45min WHO : Customer Care/Accounts/new lines/Back Office NUMBERS INVOLVED : *** / ***4 / 135 / *** / *** REF. NOS. : *** / *** / 06J4SA / YS9B9C

Monday (about 9:40am) i go to the Vodacom V&A Waterfront dealer (great staff) and apply for a new phone. Dyllan informs me that he needs to send a request through to Vodacom HQ in order for them to increase my Portfolio, This will take 24hrs im told. On Tuesday i go back to find out the latest and a different staff member at counter 10 helps me. Again im unable to complete a transaction as the gentlemen explains ive been declined. I fish and i find out there are a few levels of portfolios in which clients are grouped and as i understand it this determines the number or level of contracts clients can get. I was at level P0420 and after the portfolio increase i have been upgraded to P0500 which allows for whatever that means however, the phone that i want is not available on the P0500 portfolio but could be on P0700 or even P0600 portfolio. Now my next step was to contact Vodacom customer care and try and chat to whomever can help. 4 days later and im yet to speak to anyone that can help resolve the issue. I understand the portfolio groupings and assume they are based on an affordability scale but what i do not understand is why no-one can contact me to re-assess affordability before decisions to decline are made. My contract with Vodacom has been long standing and i think when portfolio increases are made it needs to be done with current financial information rather then old ones as in commencement of initial contract. i have no account issues other than mistakes made on their side like my account being with pre-legal for no reason. I need someone to call me ASAP and resolve the situation as im sure if i go to MTN/Cell C i would get the phone that i require without any issues. In addition, the call backs i do receive from vodacom is either cut after one Ring or when it is answered i stay on the line for minutes with no-one on the other end ***). Calling this number back has a message that it does not exist. The future is definitely not exciting and neither is the experience.