Bad Call Centre communication and no follow up.

I have made multiple calls to Vodacom regarding 2 contracts. I have been promised that they will listen to the calls and forward the recordings to a Vodacom branch closest to me. I am still waiting. I'm starting to think that Vodacom's call centre isn't run by Vodacom but has been outsourced. And the agents are trained to gaslight you into believing that you didn't understand the process. They can never find anything or tell you where communication was sent to. They don't tell you that prices are excluding VAT or that they can cancel a product that you signed a contract for 36 months. And just put you on one of their new products. Their increases are to ********, as we signed a contract at a certain price fixed for 24 or 36 months. Do you decide to amend your payment outside of the contract they are up in arms and quick to call for collections.