Shocking service from Vodacom

I have been a vodacom customer for over 15 years. I recently tried to cancel my insurance on my device. I was told to call ***. I literally stayed on the phone for 45min twice and no one answered. I then went into your rosebank store and filled out a form as was assured I would receive an sms within 48hrs confirming cancellation. Still recieved no communications.I then sent an email and still no response. The service is pathetic! Vodacom how can you treat your customers this badly??? However when you want me to upgrade it's done quickly