Absolutely shocking experience trying to migrate/upgrade my account to a more affordable phone contract

I have suffered the worst experience with Vodacom in regards to my contract ending and "upgrade" options when I really wanted to migrate to a new package to cut down my monthly phone bills which have become exorbitant! I have been a customer of Vodacom for almost 4 years now, being on their highest level phone contract, the "RED VIP" package which I took up for business although the price for this plan was extremely expensive +R2,400 a month. With that being said, I have notified Vodacom last year that the price of my plan was really becoming an economic issue to me as I have been unemployed for almost a year. I wrote a letter stating my financial situation as I was informed to do from the agent at the time , and I was never given any options on this to try to reduce my plan to a more affordable option. I have managed to continue on with payments every month, remaining a loyal customer and now this April was my time for an "upgrade" as my 2-year contract is coming to an end. I was told I a have a couple of months remaining until the phone is paid in full and I am eligible to upgrade. In my case, I was requesting to be migrated/downgraded to a lower package that is more in my budget. I was more interested in migration rather than an "upgrade", which I was advised by the one consultant to take up a plan that was approx. 400 minutes, 5.9 GBS of data and a certain amount of SMS which would amount to around R1,100 per month. This monthly cost was much more in line with my budget but I was never told I would be subscribing to another 2-year contract. I was told they would action this change on my account. I called a couple of times back to make sure everything was in order, was bounced around between consultants and was informed that the change couldn't occur until my debit order was changed in the system. I had recently requested a debit order change, so this caused a major inconvenience for me having to call multiple times and speak to multiple service agents in both upgrades and customer service departments.

Finally, I get the feedback that the plan was changed and would start the beginning of May. On the day of April 30th, out of nowhere, my phone services were cut off, no data or minutes without any warning. I called the customer service department and they stated this was because of my "upgrade" taking place and I wouldn't have my voice and data available from 12 AM on the first of May. This was another major inconvenience which was never explained to me as I didn't have any communication capabilities the entire day! To make things worse, I get a notification that my "upgrade" was successful and I have started a new 2-year contract with Vodacom. This was a shock to me as I never requested a 2-year contract, but rather a migration to a different more affordable package. The agent I spoke to subscribed me to a new 2-year contract without giving me the full information nor getting my approval. I called in once again and told upgrades department my scenario and they told me they would need to review and listen to the recorded conversations I had with the prior many agents and get back to me with feedback on the way forward. Then to complicate things more, I get a new notification the upgrade has been overturned and I going back to the original expensive plan that I have been on, which I have been battling to change from the onset at the end of this month. I just got off the phone with a consultant to query this and was told that the reverse needs to take place before any migration or cancellation can take place and "there is nothing she can do until the end of the month" I have been going back and forth, spent several hours on the phone and been inconvenienced and misinformed by several agents, only to find out that I am going back to where I started. I am very upset with the customer service I have received and the terrible experience I have endured as "VIP Red Vodacom Customer" as I am paying top rand (R2400+ per month). I was never properly explained what options I have to upgrade, migrate or cancel to best suits my needs as a customer.I want to get my account rectified as soon as possible or I am going to proceed to cancel my running 4-year account with Vodacom and move to another provider! I do not understand how I could have spent soo much time and effort and to get no results, and will recommend Vodacom to friends or family if this type of service and issues persist!