Pathethic Service - Fibe

I have been a customer with Vodacom for years and I am beyond livid with the service received of late. I called last month on the 10th to cancel my fibre contract and after much deliberation when the service consultant refused to take no for an answer, she convinced me to move to a cheaper package of R449 per month on a month to month. I was assured that this had been processed and I would have no issues and this will be effective in December. I called now to query my billing of R659 and was told that nothing had been done and my fibre had been cancelled and change had to be done onto the new package!! This is reason I wanted to cancel to begin with because the customer service is so poor and vodacom lies to you continuously by convincing you to stay only to be subjected to price increase after you renew your contract!! Now today i am told that my fibre has been cancelled and i need to start the process all over again!!! I am on the line for 30 minutes now waiting to speak to someone. Do you not care about your customers!! Is it fair that we have to be subjected to this poor service!!!!