Vodacom service seriously disappointing

Appalling service from Vodacom. I am a long standing customer and upon recently renewing my contract, I have no allocation of minutes to my account. Numerous follow ups from my side all result in the same response - we are having an issue with allocations, we are escalating the matter and will call you back shortly. I have not received a call back and to date no minutes allocated. My work depends on me making numerous calls. I have spent hours on the phone on hold and speaking to consultants, with no positive outcome. Is this supposed to be the service from one of our biggest network providers???