Vodacoms Bad customer service.

Been a customer for 10+ years and every time there's an issue the customer service department blatantly refuses to offer any assistance (Spoke to a Lerato from CS). Persuaded into an early upgrade less than 2 months ago after years of always upgrading at the end of the contract term. Now the sim stops working and I am told to pay a hefty fee for a sim swop by customer service. The retentions (Andile who was so polite and tried to assist), advises that they can send me a new sim as the upgrades consultant didn't offer me the new sim option when upgrading hence I am entitled to one but this can only be done in 2 weeks time. I offered to pay a discounted rate as I cannot wait 2 weeks for a sim but never made it back to customer service whilst being transferred after 20 minutes on the call. Why must it be such a battle to get good service however when it is time for upgrades the service is great? Someone needs to fix this issue asap! Your customer service dept lacks the willingness to assist!