Pathetic customer service from Vodacom

My husband has been a customer for Vodacom for over 12 years. He has taken numerous contracts with them. His contract expired in December. In January he called to change to prepaid he was told that the contract period was not complete. We called again yesterday. Vodacom said that his id number isn’t linked to his contract which doesn’t even make sense. They require his passport number. Today he called Vodacom for the third time this year with his passport number they say it’s incorrect. How is it possible that he took a contract from Vodacom carnival mall. He produced his id then and now the contact identification is on someone else’s passport number. He has been paying for this contract since 2020!!!! Now he has to drive to a branch to update his details in order to cancel his contract. Is this a ploy from Vodacom to retain customers????