Agents giving incorrect information

On 12/10/2017 I spoke to Lance (spelling?) from about 3 hours regarding my deceased dad who i am paying for on my account. I wanted to cancel, but that would not really make a difference in amount spent as the contract is almost up anyway. The solution that was given me and "only" way Vodacom can help, is by calling in 01/11/2017 and downgrade the account which can be done for free as the account is at mature state anyway.

Happily with a song in my heart I call today expecting good service. Well, after another 3 hours, turns out all the above was incorrect. I have to pay in to do this.

Hey... I understand you work for Vodacom and must make money for them, but you have a certain loyalty to me as customer too.

Maybe if I call in tomorrow again this will be free too do as not 2 agents speak the same info.