Unwilling to help and assist with Vodacom contract

So having a Vodacom contract since I was 16 years old, Vodacom had their issues but whenever I had an issue they were always willing to go the extra mile to assist and sort out the issues. Now currently working abroad for 2 years, and my contract coming to an end, I decided to cancel my Vodacom monthly contract and just convert to a Pay as you go at Vodacom as I am very seldom in South Africa and no need to pay all the money for nothing. With my fiance (still in SA) visiting Vodacom they said I need to send a letter with certified ID and passport with my wife to Vodacom center one month before my contract ends and they will then do the necessary changes. Today is one month before my contract ends, and Vodacom told my fiance that I need to call the call center and speak to them and cancel it. I can not do it through my Fiance or in the store, I need to call the call centre!!!! WHAT ON EARTH??? I am in Qatar and Bahrain... how am I supposed to call Vodacom International just to cancel my contract and change to pay as you go??? Not only were they unfriendly with my Fiance but they just simply said sorry mam we can not help you he must call in personally! This is Ridiculous... What happened to... going to extra mile to assist your customers???