Pathetic service from Vodacom

Pathetic service from Vodacom. First of all their cancellations department is nearly impossible to get a hold of. They will not allow me to cancel a data sim contract prematurely due to loss of income in my household during COVID-19. I was even asked by a consultant if it "makes sense from a business perspective". During a national disaster and a global pandemic all vodacom cares about is money. While we are trying to put food on the table. I get told by the consulants to downgrade to a lower contract. Which part of can't afford it do they not understand??