Dismal service

Completely disappointed in how my account has been handled. I made a payment using their ussd code as I do every month, only for them not to debit my account. I check my account and I am surprised to see that my installment has doubled. When I call in, I am told that the short code has an issue which is why I have not been debited. Who did they tell???? Furthermore I get a debit the next day because I obviously called to find out what the issue is. Then 2 days later I get an sms saying payment was not recieved and to call them urgently. Upon calling I speak to another person who also does not care about my issue and does not even understand my query and is completely unapologetic and unbothered. So qt the end of a 2 calls, a whatapp conversation and an email, I still don't know whats what!