Poor service

My account was in arrears and i called in and asked that the balance be debited from my account, asked for the balance and to my surprise when i log into the app, i still have R146 outstanding, this amount went from R742 to R842 and now still owe another R142, its not a lot of money but it is still my money, now i call in to have the finds debited and the lady takes 18 minutes asking everything and wants to update my details only to tell me, i will be transferred to collections for assistance, after taking 18 minutes of my time and airtime, and then she proceeds to cut the line, so all that 18 minutes was a complete waste of my time and airtime