Vodacom outsourcing there department to avoid responsibility

I would just like to understand how Vodacom is still functioning, after 2 months and 23 calls requesting cancellation, Vodacom still tells us its our responsibility to make sure they will deliver a service and in this instance it would be as simple as cancelling 2 contracts, I understand following up once twice and even when the service is horrible a third time. But just to point the finger to the customer and say you did not do enough is redicules . Now I am responsible for there negligence.