Vodacom cancelling of contract frustrations

All I needed was confirmation that my present contract with Vodacom is cancelled at the end of its term… My frustrations are as follows 1. You can only cancel by phone 2. This I tried to do in November and December last year- I was told I had to phone 3 months before the contract ends (contract ends in May) 3. Last week I get an offer for an upgrade (!!!) – I send an e-mail to upgrades saying I don’t want the upgrade and that I want my confirmation cancelled at the end of the present policy- there is no reply, no feedback…??? 4. In 4 attempts to confirm my cancellation by phone last week, and to ensure I do not get the upgrade – I get no success due to “systems are down”, (really- this is not home affairs!), calls being dropped once I have discussed the cancellation and contract issues - both times 5 minutes into the call. (The only time I get dropped calls are with call centres who don't want to or are not trained to handle the issues raised). I was promised to get a return call from the call centre once the system was up and running - still waiting 5 days later. The issue of calls been dropped initiates a cynical thought process - would this happen if was upgrading or wanting an new contract ...? This is beyond frustrating that I decided to send an e-mail and put things into writing…. 5. I redirected my complaint, via e-mail, to customer care- this no longer is handled by personnel but gets automatically sent to a chat box. Really - all this does is refer me to the call centre which is what I am trying to avoid after the above frustrations... (HEREIN LIES the issue as now you have to escalate your issue further up the chain) 6. I redirect my complaint further up the ladder to icasa…they cannot handle this and refer me to '***'

How can Vodacom make this process so difficult – my issue has a few underlying issues (i.e the contract I have now I never signed up for, this has been reported to Vodacom with no feedback) The objective was simple—I need Vodacom to confirm that I will not get the upgrade and that my present contract will be cancelled once at its termination date. The issue regarding a *****ulent contract ( the present one I did not sign up for) is Vodacom’s issue and they need to handle- what I find strange is that from my conversation to the call center regarding the *****, in mid-November, I have has no feedback. Once the call centre is ineffective and inefficient the system seems to be set up to make cancellation of a contract as difficult as possible.