Call and call but no help from ANYONE

I have looked online and have seen i am able to migrate my contract downwards. I want to do this because I can no longer afford the monthly installment and also because Vodacom's service and pricing is just such a waste. I have called 3 times to migrate my contract however i always seem to get *********** people helping me. On Monday, Tuesday, Wednesday i spoke to the same lady and all 3 days her \system\" was down and she couldn't help me. I begged if someone else can help me and she said they would phone me back and still haven't. PLEASE can some one help me to migrate my contract downwards before i get the telecomunications oumbadsman involved as i need to exercise all avenues with Vodacom before involving them."