VVM negligence , payments not allocated /processed!

My telkom account was handed over to VVM as Telkom has apparently not debited my account for 4 months without any correspondence from either party. I received a sms from VVM stating my account has been handed over to them and I am to make a payment of R800 . I did so on 12July and have not received any feedback from them up until today. I have been contacting VVM and Telkom daily for the past 10 days with no response, or positive outcome. I finally managed to speak to a more efficient individual at Telkom who advised that VVM have not communicated my payment or updated the status of my account with them. I have contacted VVM yet again today , spoke to a consultant who plainly just told me :" yes ma'am we received your payment on 12 July 2021(10 days ) ago and have not processed it as yet or closed your account. This will be done and will take up to 21 working days. Meanwhile Telkom will be debiting my monthly payment at the end of this month and my account has not been re-instated at all!!! So I will be paying for a service I could not benefit of because of VVM's negligence! I mean how can you receive a client's payment and let it sit in your account for 10 days and not make any efforts to process it ???