Delay and poor service from cancellation and customer care centre

Good day I have been trying to cancel 1 of my vodacom contracts that expired in 2025 already. With numerous attempts contacting the cancelation department they told me I'm not due for cancellation and rather added a new upgrade plan which extended my upgrade date after I asked it to be cancelled many times however the consultant insisted on this plan because of benefits. I contacted the customer care centre today again to remove that upgrade plan because I decided to rather upgrade than cancel it. The consultant told me I need to make use of the plan this month, from next month onwards it will return back to my old plan that I had. I asked the consultant to send me an email or some sort of agreement(evidence) to confirm this statement and she told me she won't be able to do that however I will receive an sms. The sms rather has no information regarding removing this plan, instead it is all about pin numbers? I went to the vodacom shop today to check if it is possible to upgrade rather to cancel, the consultant told me she won't be able to help me with upgrade because of that extended plan that has been added to my contract and she won't be able to remove it, I will have to phone the customer care centre to do that which I have been doing numerous times and she also stated that the plan can be removed immediately and referred me to this site to file a complaint. I need that new upgrade plan to be removed from my account in order for me to upgrade!