WORST CUSTOMER SERVICE IN ALMOST 20 YEARS

I've been a customer of Vodacom for close to 20 years. But NEVER have I had such trouble as the last few months. I took out a Vodacom Fibre contract in Feb 2021. Unfortunately, my husband was transferred to a town where there is no Vodacom Fibre coverage in Aug 2021. From the 27th of July I've been trying to get this contract cancelled however I'm still being charged for the monthly rental, which obviously I can't use since I'm living halfway across the country. According to the terms if there is no coverage Vodacom will cancel your contract without penalty, however, they fail to tell you that they will hold you liable for the router and installation cost which will be billed to you once off on cancellation. I called to log the Service request on 27 July, the service agent confirmed the request was loaded because Senekal has no fibre connection. She failed to send me the Service Request number per sms as is the process and something in their system went wrong so the request was rejected. Which meant now I didn't have any PROOF that I requested the cancellation although the phone calls are supposed to be recorded. After the last debit order on 4 Sep, according to my calculations, I checked my fibre connection still showed active. I phoned again this time receiving a SR number however afterwards receiving a new one per sms because the first one was also rejected by the system. So now they tell me my request will take another 30 days from the date of the SR according to their terms, so I have to pay another month's rental due to their staff and system problems. On the 12th of Sep only do I receive an email with a quote of +/- R1800 for the router cost which is the first mention made to me, which I have to sign and also provide proof of my relocation. After struggling to accept the fact that this is how they do business I finally sign and send back the documents. I get a 'courtesy call' from another person, explain my whole story again and she promises to escalate the matter because no one can tell me when will I receive the final bill for the monthly rental and when will the invoice be debited for the router cost. I check my Fibre connection on my app again on the 1st of October and still, it's active! I phone again, again a new person to whom I have to tell the whole story, sorry she says if you still have a problem after the 4th of October then only can it be escalated. She gives me her direct email address so I can follow up with her should the line not be deactivated. Needless to say, she has not responded to my email and still, the line is active. Why do clients first have to drag a companies reputation through the mud before they can just deliver proper customer service? I will never in my life again refer ANYONE to Vodacom. My issue is still unresolved and I need this resolved ASAP.