IS VODACOM LOSING TOO MANY CUSTOMERS?

Myself and a family member each have a contract with vodacom. The family member's contract had not expired but because he left the country, I undertook to ensure monthly premiums were paid. I then contacted Vodacom to cancel the paid-up contract but they refused, stating my family member must do so personally. Due to covid etc, he could only return to SA last month (January). He advised cancellations to cancel his contract. Cancellations changed his contract to "Red Flexi" and he received a sms stating that the contract was not yet cancelled. He had fly out of SA and cannot sort this out himself. Adriaan from cancellations requires him to return to Vodacom store with his ID book, which he obviously cannot do. He was IN THE STORE and Vodacom staff could not assist. HE DIALLED CANCELLATIONS and they did not assist as per his request. Is this how Vodacom treats customers? No wonder Vodacom is trying to retain customers, they busy losing business!