Vodacom Platinum service is atrocious

Its another year and again I am unable to upgrade, Ive been a Platinum customer since 2010, every year when it comes to upgrading your cell, exact same issue, no one can help, the Vadacom app is useless it sends the OTP to the wrong number and when you ask for help the app shows 'something went wrong, please try again later' I have been trying to upgrade since the3rd of December 2024, I have the following reference when a Vodacom agent will call me back within 24hrs, its been over 48hrs now, ref# DXSEOI