Vodacom poor service and bad contract retaining methods

This is very upsetting because I have been a loyal customer to vodacom for over 15yrs . The last contract I had with them was supposed to end in April 22’, I called in March 22’ to advise that since my contract is due to end I would like the number on prepaid whereby I top it up myself, I didn’t wish to renew my contract. They tried to retain me however the package that I wanted they advised was no longer available I stated that it fine then next time I will join another contract when there is a better deal but for now I want my number only on prepaid no contract. I asked if I could pay the last month cash instead of debit order the agent advised I could walk into any store to settle that bill. Come May, I see airtime and Vodacom does a Debit deduction end may/start of June , I call them and ask why? They advised that my contract was moved to a month to month contract. And I told that is NOT what I asked for . I made myself clear that I wanted to end my contract for personal reasons and to have my number on prepaid . Why would I want to pay more when the contract I had was cheaper??? I asked them again to end the contract. They advised I had to go to a voda shop. After being bounced from pillar to post between voda store and vodacom call center to finally have it cancelled! I was at a voda shop that said they couldn’t cancel the contract in June! But eventually they called the cancellation department and we waited for 2.5hrs to eventually have it cancelled! This took 4 months for me finally closed the contract . The cancellation agent advised over the phone that by doing this I would be forfeiting any benefits they topped up in my number. I said it fine at this point I don’t care I just want this to contract to end because this is Not what I asked for. They advised no outstanding balance was left and my contract was finally closed . Come August I kept getting weird messages to contact mbd regarding my account. I called vodacom customer care and gave them the reference number the agent advised that they don’t use that reference number she said she would search and get back to, I advised her that maybe because recently I had asked vodacom to end the contract from March which they didn’t do, are they have any follow up concerns or queries? She called be back advising no she cannot see where that reference came from I could just ignore that message it’s not from them. In September I kept getting messages and agents calling me only to drop the call, probably due to loadshedding or just lazy to properly follow up on a client. Only today when they demanded that I owe them 65rands and the money was to be settled today or tomorrow did the call actually last long. I even called them using my other number with my own airtime explaining the whole situation again !!! And the agents all dropped the calls on me on each time and didn’t follow up to call back, it a different agent every time! I am sounding like broken record now. I asked them how do I still owe vodacom when they made the last debit order in May even after I paid in April? Then that is their issue because why must I pay for something that I had not asked for in first place! It took them 4 months in order for them to change my number to prepaid properly! This has been emotionally draining and I always have to follow up and chase vodacom and their customer care line 135 is useless because there is NO Press option to handle accounts or cancellation queries. I had to goggle for the extensions and when I called the upgrades/cancellation/ contracts ext they drop the line automatically stating that they are unable to assist prepaid numbers since my number is finally prepaid.. So i called Mbd and asked the agent to escalate matter, the agent said they can only escalate this situation if I had a reference of the cancellation, I advised at the time that I had swapped phones so I do not have that reference sms , she said in order for them to escalate the matter they would need a police affidavit, I advised her I do not have the time no availability, Why do I need to prove what I am telling you when all the calls are recorded and each time I called vodacom I had to identify myself so there is recorded proof and my bank card payments to back this up. There is NO coordination between the agents and departments at Vodacom . Today I get another call and I finally found the sms that stated my query was closed , I gave the new agent the reference of my cancellation and she then says no she would need me to get a police affidavit. I tell her that is not what the other agent said :she advised that the police affidavit was alternative since I didn’t have the reference sms which I was giving to new agent now, she said the call has gone for 30mins plus she will have to end the call and she will just leave notes for the next agent. 65 rands really isn’t the issue here, it’s their business etiquette that is so disappointing. This is beyond upsetting and emotionally draining to have 1 simple query sorted. How is it after 3 months then vodacom is demanding that I pay them an outstanding amount that I was clearly not made aware of or asked for on my end ?? On my end I went more than the extra mile to sort it. But in order to have this escalated I must now go to the police to get affidavit but there is recorded calls on their end . They are just lazy to investigate on their end . They have all the evidence of my calls and queries. Vodacom has handled this so poorly. It’s upsetting. When they made the last debit order without my consent I didn’t reverse it, because I just wanted to settle it once and for all. why should I pay something I clearly asked to end over 6 month ago ! It’s ridiculous!!! And if they debited the wrong amount it is simply their fault. I cannot keep going back and forth with vodacom for the poor and silly way their agents handled the contract cancellation. To top it up they not even telling me where the outstanding balance resulted from. No breakdown of how the bill.