Pathetic Customer Service

I have cancelled both my contracts and was advised to contact Vodacom after 1 February 2025 to request a letter confirming the cancelling of contact numbers ending ***220 and ***303. I have spent approximately 2 hours on the phone attempting to have the cancelation letter sent to me but I've been advised that customer service is unable to assist, I need to speak to cancelations however cancelations advised I may need to visit a Vodacom branch to request the letter but then when I insisted on the above advise I received I was later advised to speak to billings however the IVR on billings does not recognize my contact number. It seems that each advisor at Vodacom tend to provide different information which is really frustrating. I urgently require this confirmation and the reason cannot be made public. I have noticed that Vodacom after sales service has been on a steady decline which is disappointing.