Vodacom waste of time and money

I have been with Vodacom for 25 years and have the same number from 1995. I am on one of their highest red vip package paying just over R2000 a month with 4 other contracts with them. I can't really afford them for some time now and have been trying to down grade my package from last year and been **** to by every agent I spoke to more than 10. So called supervisors never get back to you, been place on contracts that I was ******* into by elite mobile that said they are Vodacom. My contract is over but I can't upgrade or down grade. I was told that the system wants to charge a penalty of R11000 to down grade or go down to prepaid. This is the thanks I get for being a customer from the time they opened 25 year ago. I think they staff is not sufficiently trained and push the bark to the next department. One day I had to repeat myself 6 times and still didn't come right. I was told I was getting a credit I never got. Every time I call there is one story after another, every they company that does the service queries said some will get back to me as soon as possible. Nothing to date. I was told that recordings of my calls are available and I asked, they will not give it to me. I must go in the Vodacom to listen to it and I can't record it. They won't give me the agents name that promised me that I will not pay anything more but my account is over R3000 a month. Vodacom should pay me back from the time i requested was placed. Why can't they listen to the voice recording and make a decision. It's not rocket science or is there no one qualified enough to make that call in a mega institution VODACOM.