Vodacom difficult to cancel contracts

My wife is struggling to cancel her contract since Friday 21 November 2025. The third lady that helped her told her she will lose her number if she cancel the contract. She tried to convince my wife to take out a cheaper contract with less minutes, butt my wife said no she want to cancel the contract. On Monday 24 November 2025 my wife decide to go to the Vodacom shop to find out if the contract is set up for cancellation only to find out that they made out a new contract with less minutes. Why is it so difficult to cancel a Vodacom contract. I myself had a few Vodacom contracts over the years, but after this I will never take out a Vodacom contract.