Not to burst your bubble or anything - but if it's the same management since inception then they are probably on "lunch"
A few years ago I demanded to see a Manager at Neotel HQ (woodmead) I went there quite a few times to complain (let's not go there) and every time the Managers were on "lunch" (9am - 4pm).
They were quick to sign me up but disappeared quicker (no signal at home after they told me there was "full" signal)
Ever since the announcement of the Vodacom merger, Neotel business support has gone down the tubes. Was very impressive till September last year and has now completely gone you the dogs.