Bad customer service

I went to Vodacom trying to get an ESIM but to my surprise they told me that my sim is on a contract of which am not aware of and for that they can’t help me with the eSIM but I must contact the people I had a contract with When I tell the salesperson to assist me with the cancellation of that contract she said she can’t help me ,I must call the cancellation department myself of which when I call no one answers the call