Reduce of subscription

Good day

I've sent an email to Vodacom customer care on the 19/07/2020 enquiring if my subscription can be reduced due to unemployment but did not receive any response. I then did a follow-up on the 03/08/2020 but up until today I have not received any feedback. Today I called the customer care line on 082 135 then my call was dropped. I called again and manage to speak to a lady named Lilly and she transferred me to accounts after 10minutes I got through to a consultant named Ratang. He then said he will transfer me through to migration then I was transferred back to the main switchboard and the call got disconnected. Can I please have assistance in having my subscription reduced?