WORST SERVICE EVER!!!

I am completely disgusted in the service I have received from Vodacom over the last couple of years. I called the customer services department and wanted to enquire about the current contract we have with Vodacom. We have 7 contracts with Vodacom since the early 2000's, they are not tech savvy so I have been dealing with their contracts. I asked the agent to put me through to a team leader or manager as the matter was clearly beyond her control. The agent left me hanging on the line for 30minutes didn't call the team leader, continued having a fat chat, laughing and entertaining her colleagues whilst on hold. I eventually called back and got hold of the team leader and explained my frustration and what has happened on the call, he assured me that someone will call me back on the day and till today nothing!!!! He also gave me a **** contact number ***) so that I can call the following day for a follow up. As recruitment call consultant specializing in the call centre sector, I cannot believe that these are the type of candidates/ agents Vodacom has employed. How do these agents meet KPI targets? How are these people passing QA?? How are these team leaders supervising.