Why don't they call their clients?

I app**** for a new contract on Vodacom's website, at the end of my application it states that "A call center agent will contact you shortly" - I waited a week, no one called me. I then decided to give them a call to get things going, which was exactly a week ago from today. I must admit, the call center agent I ended up with was very helpful. Him and I arranged for me to pick up the phone and contract at their warehouse in Midrand. He explained to me that they will give me a call soon and then I need to wait one day before picking up. They haven't phoned me so far. I decided yesterday to go to the warehouse with all my documents in hand and see if they can help me. I had no order number they told me and that I should please go to the Vodaworld shop and get it. I went there, waited a long while as is expected, got an order number of some sort, went back to warehouse to find out the number is too long. Ended up going to Menlyn mall to see if I can at least get the contract so long and then cancel afterwards, no dice as it is a sim swap and already in process. Great and understandable. I proceeded right there and then to phone Vodacom and get the contract cancelled, they responded in saying someone will phone back. No one did. Half an hour later I called them again and was informed that the department who does cancellations can not be phoned, they only make outgoing calls. I waited again, until 12h00 today, when I phoned them again to complain and to tell them to get those people to phone me back. The call center lady said they will phone me today. It is now 17h05 and no one has phoned me yet... I am an existing client getting another contract, so in a sense I am new money, but current customer. So unimportant?