Vodacom service is becoming more pathetic by the day!!!!!

so, on the 27th November 2020 I did a online purchase via the vodabucks store. i did a follow up on the 08th December 2020 to find out about my purchase, and according the consultant, i should have received my item, but because she didnt know why it was not delivered, she had to escalate. i called back the next day, and was advised the refund was going to be paid out and some one from the office would call me. i have not received any call from the relevant dprtmnt that was supposed to assist me. i took the consultant name as i always do, as she was extremely helpful.then today when i call back to do a follow up (which i dnt know why i had to do this..as vodacom shouldve called me to advise that they dnt have the item on hand). with this the first consultant was extremely rude as we were going through the security questions. i didnt get the one right, now beacuse of this, she gave a hugh sigh and very rudly stated that she transfer me to the vodabucks store. i didnt get her name as the call quality was bad. upon calling her out on the matter, she got more rude and transferred the call. when i got put through to the vodabucks store, i heard the new consultants name being communicated between the 2 employees (mind you - when transferring the calls, you can hear everything being spoken bwtn them) - i asked her what the other ladys name was that i spoke to , and she said "ai i dnt know.. let me check.. wait her name is Maria" so i asked her where do i lodge complaints and she took off with me , to which i retaliated. Wendy became extremely rude when i requested to speak to the team leader, and when in doing so, she came back and gave me the complaints email addy and said the team leader said that we must complain via email. i pay my bills on time with my mnthly debiot orders, and when i call my service provider, i hope to be treated with mutual respect. i dished out the same mannerism they dished to me. could you please address the matter. i spoke to consultant Maria, and Wendy at 11:29 on the 10.12.2020. i requested to speak to the wonderful consultant i spoke to last time and she managed to assist me. however i dnt understand hw vodacom has a vodabucks store, and no tracing system to track and trace a order, or to advise a customer of follow ups if they don't have stock of the item. i do apologize if i was rude to your employees, but you really need to teach your employees to hold there tongue and not vent to your clientele'. i would appreciate if a consultant would contact me regarding my refund which was already supposed to be paid to me according to the consultant. looking forward to your review.