BAD SERVICE BAD EXPERIENCE

I am sorry frustrated right now,angry does not even come to explain the bad service I received from Vodacom. I tried to cancel my contract in Dec 2019 and every time I was told that I will receive an email with cancellation but i never received it.Then Jan 2020 i called again and I was told that I need not cancel instead i can down grade to a lower package,then consultant did not tell me anything about migration fee,now I receive my statement for the month and am charged R4000,I have been trying to call vodacom to correct my account but every time I am transferred from one call centre department to another.Today I called again the first consultant i spoke to cut my call and then I called again i spoke to another consultant whom after hearing my complain put me on hold like forever.......then I was told that a call has been logged for my account to be reversed to its original package,which will take 5 -7 working days to be resolved. What is so difficult to correct my account ?