Failed Debit order / Ombudsman escalation

I’ve called Cell C 4 times already to ask why was I not debited for the month of July 2022 since my upgrade, the agent said the reason is that they will only debit on the 21st of August 2022 because July was pro rated . To my surprise I get an email that I’m in arrears for the month of July. Currently on a call and holding for almost 2 hours to speak to a manager , my battery is going flat . How can I be on hold for more than an hour just to speak to a manger ? I am filling in the form and I’ll be emailing it to the Ombudsman. I’m so tired of cell C at this point .