Vodacom customer care doesn't exist.

I would like to know how a company like Vodacom gets away with such bad customer service. I have emailed their customer service with a list of very specific questions regarding the charges to cancel a contract as well as justifying these costs. I have asked that they respond in writing to my questions and if they are not able to then to forward my correspondence on to someone who can answer properly. All I get is told to phone their customer care line, which I refuse to do as that is a useless waste of time, sitting and holding for ages to be told different answers depending on which agent one speaks to. I don't believe what any of them say any more and all I want is it given to me in writing so I am very clear. When trying to get a written response again then they give an answer that is not relevant to the question. I can't believe in this day and age with all this technology there is no longer common decency in dealing with customers in a professional manner. The big corporates just abuse their power as they know the consumer doesn't have too many options. There is definitely no care in their service.