Vodacom's deteriorated value for their customers

We have been loyal customers with Vodacom for years and recently the service has dropped to a pathetic level. My mom's been charged for a contract she did not agree with, was promised vouchers to the value of R500 and was told that she could buy a gig of data for R19 using her airtime should she agree to a contract, only for us to work out that it could only be bought via the Vodapay app using a bank card and wasn't a "extra feature" that was dedicated to the contract she would sign up for.... then to top it off the call center agents drop calls when they can't give her the correct info or when she questions them about how these things can be happening (I know the agent cuts the call as I used to work in a call center and calls just don't drop randomly...the VoIP system is configured to keep calls active, give the best quality audio as well as record as store calls) which means that the agents aren't adding any notes or annotations on the account. It looks like your sales agents are making promises they cant keep, are not trained correctly or just didn't take note of training or plain out lying to customers, and for what? making targets, commission or call stats? if that's the case then something should be done as quality for customers are dropping and quantity for the agents are rising. I actually have no faith in anyone following up on this any longer as all that seems to be done is Vodacom avoids the issue or just plain out ignores it. If anyone does take the time or care about customer service Im hoping that there would be some sort of response