Upgrade /cancellation.

Since July I have been trying to upgrade/cancel my expired contract so I can port my number to another service provider. I spoke to Shivaan who is supposedly customer retention who promised me heaven and earth, dololo. My case was then given to Masonwabe Gift Qalaba, who promised to deal match. Again 3 months later nothing. I don't know what else to do. I'm frustrated. I have been with Vodacom for a good 25 years, with 6 contracts under my name. I have never been subjected to such treatment. Can someone help me please. Or should I escalate to the consumer ombudsman?