Most disappointing horrible service

I called Vodacom on the 12 of May to load notice of cancelation. I was assisted by consultant named Zama. I wanted to cancel and she advised that I can downgrade for 3 months, after 3 months I can cancelation at anytime starting from July. When I called 2 weeks ago boom my contract ends 2027. I called Vodacom no manager wants to speak to me. My query is being escalated everyday. I was told they will contact me within 7days no call. I called again after 7days I was told with 72 hours, still no call. I called today and demanded to speak to the manager, I was told is not possible they can only escalate.