Poor Service offered by Telkom to Contract Paying Customer.

I have been trying to get hold of Telkom Mobile for the past week or so. Their customer service line has not been useful in anyway. I've been on the phone for 15-20 minutes at times trying to get someone to assist me but to no avail. My issue is that I have a contract phone with Telkom and I have an agreement with them that a debit order goes off every 25th of the month. For the past month nothing went off my account and till today no deductions have been made. What I have been calling to find out is why this is and will I be penalized by them even though they are the ones to have not deducted their money. The frustrating part for me is the fact that I can't get help with this issue and I don't want them coming back to me with scenarios are asking me to pay penalties etc. I really think Telkoms customer service is pathetic because as their customer I feel I am at an inconvenience as I am sitting here with a debt that should have been taken care of more than a week ago. It's really unfair what is happening and if I were not on a contract with the network I would just look for another network that can assist me on time so that I don't have to worry about my line being suspended even though I am a good customer that pays on time. Whoever gets to read this from Telkom I am not happy and this is really not what I signed up for. Extremely frustrated and disappointed.