Sad way to keep your clients... verbal only cancellations etc

I know Vodacom is a large company etc etc and not without their pains, but for two months now I have been trying to upgrade and/or cancel my top ups and to no avail. Dial a number and you will wait at least 15 minutes. Send a mail and everyone passes the buck. Last lady who phoned was going to call me back due to their system having been offline. That was more than a month ago. To date no one has bothered and I'm just too tired to keep trying to get hold of someone at your customer care number. The wait is unbearable. Is this how you keep your customers? By making it impossible to upgrade or cancel? You need to reinstate the e-mail address where cancellations and queries were directed to. Then we as clients also have proof of our intentions instead of waiting on some long lost call centre to answer our calls, leaving us with no proof since everything is verbal. I sent a mail. You responded. Now please lets get finished with this nonsense of yours and get back to business.