Vodacom no longer the greatest

I've been a customer for 25 years.Been struggling for 2 days and 2 hours on a phone to get an upgrade.How is it possible that I have to beg and plead for a simple upgrade?When we call you,we need to answer 12 security questions but when you call me I cant ask for verification that I am speaking to Vodacom-if I do they threaten to cancel the upgrade and force me to visit a store.