Customer Service - What is that?

My daughter has moved overseas, has a UK SIM card and has therefore not used her SA SIM. I telephoned cancellations (which they will not allow you to do in-store and do not provide an email address so that you have proof of discussion in writing) and spoke to an agent (REF # 1- ********** ********** ) who suggested rather than cancelling to convert to a R39pm contract which he said could be put in place with immediate effect. Bear in mind you punch in the cell number your call relates to BEFORE you speak to an agent and you REPEAT that number on the live call! Still being billed full amount and had to call back only to be told the contract cannot be cancelled until JANUARY 2018 and they had in reduced my gate intercom number (which I don't even know and would certainly not have given them) to R39pm. BIG DEAL. I asked agent to send me copy of the contract and to confirm details of our discussion on email. Still waiting! Told me that I (THE CUSTOMER) must phone legal for contract! Why can they not offer settlement on balance owing for handset instalment? Why can they not read an invoice and see phone number not in use in order to at least cancel Airtime Subs? Are they not trained to THINK? The lack of service is appalling.