Vodacom and Customer "Care".

I am trying to cancel a Top-Up contract with Vodacom on behalf of my wife who is in the UK. Despite her emails to the correct email adress, giving all the necessary info, she gets no satisfactory response. I contacted Customer Care today and was shunted from Customer Care to Cancellations and back for over two hours. No-one has a clue as to how I get the thing cancelled, which is our right. The last call to Cancellations resulted in my being put on hold...........I endured it for 16 minutes before giving up in despair. If this is customer "care", then I'm not impressed at all.