Poor service

I have been trying to update my identity number with vodacom since last year. Till today it has not been done. I have been on the phone with them for I 31 minutes today. They say l must resend document and write an affidavit. I lost signal and got cut off they did not even bother to called back or even SMS ref number. I am appalled. Why such a hassle just change a number. If l was someone else l could have even stopped paying them since l am no longer using those details. Please May you look into this and assist me .