Disappointed

On Friday, 29 September 2023 I contacted Vodacom's Fibre call centre enquiring as to why my Fibre contract was upgraded without my consent. Due to my affordability I insisted they change my contract back to what it was. The lady explained to me that Octotel was no longer offering 10mbps so from 50 she would downgrade me to 25mbps with an increase of R100 to which I agreed. As soon as I was done on the call the fibre was disconnected. Since then I have made numerous calls to Vodacom and my husband even sent a complaint email. But nothing has been done. The staff that answer the calls are scripted and cannot assist any further than what the script allows. I have had my fibre line with Vodacom since 2019 and I am shocked that they would treat a customer like this. I contacted them to cancel the line today(02 October 2023) so I can obtain an alternative service provider as this has been going on for days and everyone promises to escalate or phone back but no calls have been received, the lady put me through to someone after explaining the situation to her the person on the other side was clueless asking me for the reason for my call. My job has been affected as explained to the many agents at Vodacom that I work from home but they behave like robots without any interest in assisting resolving this.