Shocking and horrific customer service

I tried to upgrade my contract 3 weeks ago but was not successful because I never received the new device. I then contacted Customer service to cancel the contract because Vodacom is offering me great service but still no assistance was received. The customer service Consultant did her part and send request to the Retention department but is now a week my contract is not cancelled and I have not received a call from anyone from the Retention department. It is clear they are not prepared to offer SERVICE but just to debit and take your money every month. I am taking this up with Consumer protection Ombudsman as I sick of waiting for MTN nor Rewardsco the outsourced company that was suppose to handle my Upgrade. They are all useless. Sabelo ***