Horrible service

I have had a cellphone contract with Telkom for 18 months now and from the start I have had multiple issues with Telkom. I signed a debit order form when signing my contract and my debit order has never been setup. I have been paying my account manually every single month and Telkom has handed me over to debt collectors twice in this 18 months, without any valid reason. Upon questioning the handover to debt collectors the first time I was told it is just to ensure that my account is paid. Does Telkom understand that handing a customer over to a debt collector indicates that the account has not been paid. In my case my account has been paid along with all extreme debit order fees I was charged when they did not debit my account.