What's going on

Since I purchased phone from Telkom,I got problems ,my data ,I can't use and I lodged complain ,now since they never had deducted money from my account,and due date is 25 of every month.so I want to know that moment they decided to deduct,will I incur arrears? because it's not my fault .I talked to a lady who works at Telkom,and I explained to her all this,she promised to come back and give me an answer ,till now ,I'm waiting because I don't know what's going on