Pathetic and Disgusting service ever experienced from Vodkacom

Ref no: 7J1LTB my contract is due to expire on the 19/01/20201 and on 18/12/2020 i called vodacom and spoke to some lady informing her that i want to place a cancellation notice, she persuaded me not to cancel the contract but rather down grade and will pay R69 a month for R125 airtime and some date begining january 2021 however i was suprised to get a billing of more or less what was paying, i have two contracts and one contract was supposed to be reduced from -+400 to R69, i phone 3 times already this morning and the first call was dropped, second call was with Tshego and was dropped but she phoned me back after i informed her that the gentlemen who dropped my initial call i rated him zero, she transferred me to retention and spoke to Smangele who told the downgrade was quoted but not activate and she said i must call accounts, that;s when i got angry and informed her that i'am client and i'm not going to run around, she must escalate the matter for me and get the call recording, she put me on hold for 18 minutes and came back and told me she has escalated the matter and must wait for 72 hours, what a pathetic and disgusting service from Vodkacom, their agents they sound like they are always drunk with job security and act with total impunity