Horrific service - Vodacom contract cancellations

In February 2023 I received a notification from Vodacom that my uncapped internet will be capped from 15/03/2023. I received an email on 14/02/2023 regarding the fair usage policy update that states that I can migrate to another price plan or terminate the contract at NO COST TO ME. I have been phoning the cancellation department numerous times since Saturday 04/03/2023 to cancel this contract, today is Friday 10/03/2023. Every time that I phone a consultant informs me that this is premature cancellation and that I need to pay about R13 000 to cancel this contract. I have to explain the situation to them every time and eventually they just say that someone will contact me to cancel the contract. Till today no one has contacted me yet. I went to the Vodacom store in The Grove Mall yesterday 09/03/2023 and they can't assist in store either, they said that I need to speak to the cancellation department. This is really bad service and frustrating, because I want to cancel this contract and I am still being billed for it. I ask for a reference number and the agents tell me that they can't provide one, I just have to wait for a callback. When will this situation be sorted and how long must I wait to receive some service from Vodacom?