waiting for cellephone contract to be finalised

I have app**** for a new contract with vodacom on the 15th of November it was approved and by the advisor called Shakira Adams, o the 19/20 November when i made a follow up another advisor cancelled the order and made me apply again it got declined, i tried to make to contact with Shakira for days and when i finally got hold of her she assured me that she sorted the everything out and will call me early last week and she never did. How can a huge corporate company like Vodacom not have anyone who can override this command i am being told the only person who can help is Shakira and she is Cape town and Since when does a customer have limited calls to make to the call centre to have/get an issue resolved and besides not being able to get through to tell you you may only call back the 2nd of the new month GUESS WHAT its the 3rd December today