Vodacom is not loyal to loyal customers

Vodacom contacted me yesterday to ask if I want to upgrade my package. I explained that I needed a new phone and that my old phone needs to be repaired for my daughter. The consultant said that I must just go to my nearest Vodacom shop for the phone upgrade but in the mean time they will just upgrade my package. So today I went to Vodacom Kensington, served by Monique. First of all, Monique was not a very efficient consultant. She said to me that what I want to do is not possible, as they have upgraded my phone and because I have upgraded my package, that is not possible...basically pulled up her shoulders. So this is not what her colleague explained...different answers to the same question. Then I asked if I can cancel the package upgrade (as Vodacom yesterday explained that I have 14 days to cancel), if I can then upgrade the phone. She then said that is fine, but I must first log a query, and that will take 14 days to resolve. So I cannot upgrade for 14 days. In the mean time, my phone needs to be repaired, and she said that will take 21 days. I asked how that would be possible for me to be without a phone for 21 days, and again, she pulled her shoulders up and said "sorry, we don't have loan phones". So in essence, due to Vodacom's bad communication, I cannot have my phone fixed and I cannot do an upgrade. She then became cranky with me and only by the way mentioned that I can take my phone to the repair center in Umhlanga. That only came out after 5 minutes of trying to work out how can resolve my challenge, that have been made worse by Vodacom selling me the wrong thing - the guy who phoned me yesterday was clearly only interested in selling a package and not in helping me with what I need. So now my child is without a cellphone (which she needs for school), and I cannot upgrade as I have this pending query and I have wait 21 days for a phone repair if I don't go out of my way to a repair centre. So how is Vodacom now helping me? And they explained to me that I have been a loyal customer for 14 years...:-(. I have done repairs before and I have had upgrades before, none of which had been so difficult. Please assist with resolving this problem at pace. I really don't have time to be running around and waiting for Vodacom to decide whether they want my business or not, I would prefer not to be without a phone for 21 days, I would like a new phone and I would like to remain a loyal customer, but it seems it is harder work for me than for Vodacom to do that. It would have helped if they had competent staff interested in solving the problems and not just simply stating the rules that they made to serve themselves.