Bad customer service

I phoned Vodacom customer care on 29 April 2020 to request my subscription to be reduced as I was told by my company my salary will be reduced by 30% at the end of May. The consultant I spoke to told me I can reduce my subscription. He told me he has done it and the changes will be effective from the 1st of May. I just checked my accounts now and realised that my account did not have the changes as I requested. When I phoned the Vodacom call centre again tonight I was told if Vodacom changes the subcription I will be liable for a penalty that needs to be paid before the changes can be made.... My first conversation with the consultant this was never told to me. I would really think Vodacom will try to help customers in this difficult times.