Terribly poor customer service

I have had a contract with vodacom for about 6 years now and have never thought of using another network but I am so disappointed in their current service.

I was retrenched in June due to Covid and I've had to call vodacom numerous times to see if there was any way to get help paying my account and eventually an arrangement was made where my account was frozen and I would need to pay an amount of about 250 per month to pay off the fees for the time my account was frozen. I recently squared up my amount on the 30th Dec 2020. So I decided to cancel my account because not being certain of an income is worrying when I have an account to pay. So I called vodacom cancellation Department to find out my amount I need to pay to cancel my contract so far I have called them 5 times and have not been helped.

The 1st time I called was on the day I made the final payment for the arrears they told me it takes 24hours to reflect the payment. Ok I waited and called again the 31st. They told me my account is still in arrears ok I left it and thought it will probably reflect within a few days. So I called again on the 6th of Jan 2021, I was told again my account is still in arrears, they will put me through to customer service to find out why, I went through but no answer and vodacom auto machine says after a wait on the phone "Dial 2 if you would like us to call you back or continue to wait for the next available operator" I dialed 2 but got no call back. Then on the 7th Jan 2021 I called again and was told the same story with the same long process. This time I did not dial 2 i waited for an operator or someone in customer service to take my call, I waited and waited when I checked the call time it was a whole 57 minutes and no one answered my call waiting on the line I got the automatic response again to dial 2 for a call back after waiting so long on the phone I decided ok let them call me back. It is now 10am on 8th Jan 2021 and I have still not received any call backs from vodacom after 2 attempts of asking them to call me back.

I am very disappointed with the customer service. And it definitely cannot be due to covid because during the lockdown last year I received better service and never once experienced this kind of service from vodacom. I dont care what it takes I'm going to cancel this account with vodacom. And i want to know why my account is still in arrears if I paid the amount that vodacom told me to. Also on the vodacom app it shows that I owe nothing. Come on vodacom this is terrible service.