Steadily getting worse for the last 10+ years

I've been a custom for over ten years, but finally the service has got so bad that I want to leave. Changing my connection requires that I agree to a R999 cancellation fee. The price is higher than other companies. And it's impossible to get decent support. Now I'm just trying to cancel but whenever they say "I'll transfer you to the cancellations department" - guess what happens? If you guessed "the line drops" - you win a microwave oven!