Vodacom - Atrocious customer service

I received a notification that an airtime transfer service has been activated on my account and if I did not request this, I should contact Vodacom. Odwa, the customer service agent, answered my call. Not only was he condescending and extremely rude, when I did not know my Vodacom account number off by heart or on which contract, I was on, keeping in mind that I have well over five active accounts, but he also made me hold on for over 9 minutes. When I complained about the bad service that I am receiving after being a loyal Vodacom customer for the past 25 years, Odwa told me that he was “very happy” for me and that I need to be patient. When I asked to speak to his supervisor, Odwa dropped my call.

I have been trying to cancel expired, unused Vodacom accounts, for the past 4 years. After each call I am guaranteed, by a Vodacom customer care agent, that the accounts have been cancelled. My account has remained unchanged, and I am still charged every month on expired contracts.

Please advise on why this is acceptable.