Waiting a year for a response

Well it has been a year since I complained to Vodacom about the shocking service I received. I asked that they downgrade my package because I was retrenched and I did not want to upgrade at the time. I was assured that I would not be upgraded and what I had asked for would not effect my upgrade. WELL low and behold when I went to upgrade I was told that I had already been upgraded. This was my complaint a year ago, well I am still waiting for someone from Vodacom to contact me. I have been a loyal, laying customer for over 10 years and this is how one gets treated. The service or should I sack the lack thereof is shocking.