Allocation departing is a nightmare, vodacom customer consultant said we are in advance payments

I'm writing this on behalf of my fiance. She had a iphone on her account, paid in full settled 8 months back, you never stopped billing. We took a Wifi Home Deal of 2tb fair usage policy 3 months back. On the 29th of January you cut our wifi, the same morning after heavy attempts trying to get hold of you guys which is a nightmare. We were very fortunate to find a reasonable gentlemen vodacom consultant who helped swiftly and you know what he said, the billing error and the reason for cutting our internet was that Vodacom's billing allocating department did not allocate payments correctly and he even said he can see its paid in advance, yet here we are again with a message you send to the router witch we never look at but fortunately tonight i had to reboot the device cause the 100mn up and down line doesn't even reach 5mb up or down and then i saw this message on the sim threating again we are in arears with something stupid like R1145 just after your consultant said last week our account is in advance. Hopefully with a prayer there can be another consultant like the one we spoke to last week that can correct this mistake on Vodacom's side negatively affecting relationship between customer and client. Cause this is no way to treat advance accounts clients. They allocation department that is responsible for accounts allocation should get a warning cause obviously this person is in capable of doing there job in allocating payments to clients accounts. We are tired explaining ourselves every time to a consultant who sees this is done wrongfully on Vodacom's side not the client but you keep sending these messages. Stop it now and fix your departments errors