Bad service

I being calling the Vodacom customer service regrading my vumatel fiber the network is very slow , However I'm not receiving any help again. They agents are trying to get my details so that they can troubleshoot However my details are no where to be found, how is that even possible? Last time I had a problem with agent I escalated the issue however my calls where no where to be found . I don't know what to do anymore I wanna change my service provider the service is absolutely **** I don't wanna lie