Poor treatment to disabled clients

My grandad (disabled pensioner) was taken into the Vodacom store personally because trying the call center wasn't working. They referred us back to the call center. Every time we follow the prompts, the call immediately cuts off as soon as someone from the cancellation departments greets us. We tried contacting the call center from various devices in case there was a network issue on our side, but same thing happens all the time. So I emailed customer care to help my grandad resolve this issue and they reply that they are having 'technical issues' and cannot call him back. Mind you, this contract started in 2012 and qas supposed to end in 2014, not once did they give my grandad a courtesy call to ask HIM whether he would like to renew, they just kept debiting his account to present date. How many YEARS does it take you to cancel something on your SYSTEM? Pathetic Vodacom. I would like to contact the financial ombudsman, can someone assist me in doing so.