Vovodacom is not able assist their contract customers

What is the purpose of a call centre and and app that says they are not part of vodacom.but it is vodapay which I thought is vodacom app and then this is the kind of response I get

Good day Ryno

Please note that the upgrade was done via the store. To query the upgrade or charges on the upgrade you need to visit the store where upgrade was done.

You might receive a communication asking you to rate the level of service you received from me, we would like to hear from you.

regards Melody