Cancelation and activation of a vontract

We tried upgrading my husbands contract via the Vodacom website. After we completed the application we contacted Vodacom to confirm if we did complete the application correctly. Only to find it was a new contract. The following day we phoned Vodacom to try and cancel the application. We where send one person to another and no one could help us canceling the contract. We logged a complaint via the call center and via email and still no one responded. We decided to keep the contract as no one is willing to assist us. Now we are trying to activate the number. We where first told we have to waite 3h before the number will be activated. After 3h we called again and we where advised to waite 24h. 24h has passed and still the number was not activated. We where advise a call needs to be logged for the back office to investigate, we ask to speak to a manager and was advise we cannot and they will call us back. It took Vodacom 24 to open an account and it takes a customer more than 24 hours to cancel a contract or get their queries resolved. Why must customer struggle so hard get proper service.