Poor service

I wanted to cancel my Contract on 1 December 2022. The agent said that they want to keep me as a client as I've been with them for more than 10 years and offered me a great new deal. I asked her to phone me back on the 2 December and she agreed so that we could proceed with the new deal. She(Sihle) didn't phone back. I decided to phone back in my time that was more than a few hours on a few occasions. I spoke to Marcilo, Candy, Bello and then Candy again and eventually Sihle and Fatiema (Team Leader) It's 14 December already and I've heard nothing from Vodacom. Gutted at this poor service.