Poor customer service

Since I lost my job, I wanted to enquire about canceling my contract or reducing it to a pay-as-you-go option. I found a spot on their website that you to enter the query and post it with the promise that someone would call back. The spot is actually called "Please call me back". I thought that this is great since I do not want to increase account. Then I received an SMS saying that someone would call me back in 24 hours. Nobody called and I logged another request on their website. Still nobody called back. It appears that one (the public) is really just a number to them. I copied their SMS as follows:- Thank you for scheduling a callback. You will receive a call from our call centre within 24 hours. Reply Out to opt out of your request.

Then I respond to the SMS with "No respons as yet?" upon which they rep**** -

We are unable to verify the reason for your SMS. Please call 082111 free from your Vodacom cell phone for assistance. We apologise for the inconvenience.