Appalling service from Vodacom

My partner called Vodacom in August 2021 to cancel a data contract, however 5 months later Vodacom is still dedcuting this charge. We have tried calling them this morning and were told that they are busy and they will call us back. Yet nobody has called back. We have now been holding on for more than 10 minutes ( at our cost) to speak to an agent. This is appalling service. Strangely enough we called new sales and the call was answered immedaitely. Is this how Vodacom works with loyal customers?