Terrible Vodacom Call centre operator.

I have 2 lines linked to my Vodacom account and I have phoned cancellations department on 08 October 2019 to give notice to cancel one of my lines. The consultant that "helped" me that day was extremely persistant to try and upgrade my line and I continously and VERY CLEARLY told him, I just want to cancel that line. When I got impatient with him, he eventually said he will put the cancellation through. I have rated the service of the operator afterwards (1 out of 5) and Vodacom didnt even contact me to find out why my experience was so terrible. Now a month later I still received an invoice for the line that was supposed to be cancelled.

I have phoned cancellations department again on 10 November 2019 and they confirmed that that consultant never logged my cancelation as he commited to.

I am at Vodacom's mercy as I have proof in their call centre recording(08 Oct 2019) that have put the cancellation request it, but because of the terrible service I am forced to pay untill they decide to render a service to me.

Why do we always have to resort to complain on social media before our complaints get even heard?