Customer service poor

I've been a client with Telkom since 2017, in this time I only missed a payment once. Telkom always debit may bank account round about midnight on the 5th of each month. This month my bank account was not debited as usual, Later that morning I tried reaching out to Telkom to enquire why my account was not debited, throughout my attempts I only got voice prompts with options for some basic services, but nothing related to my enquiry. I finally got hold of a person, but he simply said I reached the wrong department, he gave me a number to call, but this was the same number I tried before. By the evening my account was still not debited. I realized I still had to pay my DSTV, I did that and rushed to the ATM to get some more money into my account, unfortunately during this time Telkom attempted to debit my account. I than made a manual payment at Checkers. When I visited a Telkom branch to update my contract, my account was suspended, because my payment did not reflect on their records. My point is if Telkom had a proper communication system in place I would have known when they will debit my account. It is like Telkom is managed on auto pilot, with no real people to talk to. I am very disappointed with the level of service they offer.