Appalling Customer Care Service

I app**** for Covid-19 relief on my Vodacom contract on 13 August 2020 ref EC-1Z22-3EIMWO. Vodacom did not respond despite follow ups that I made. I then reapp**** towards end of August and got ref EC-1Z2P-13WQHX. Vodacom offered me a Covid contract relief in September 2020 to temporarily switch from contract to prepaid while I paid an arrear amount over 2 months. I took up the offer. However, they continued to invoice me even though my contract was supposed to be on prepaid. I queried this on 14 October and have not received any feedback a month later. Their Twitter team has not been helpful. The call centre has sent me from pillar to post. Collections department says it's a customer care issue and customer care department says it's a collections issue. A consultant by the name Zandile was very helpful but as soon as I got transferred to someone else (Paulina) I was told my issue would take 3-5 working days to resolve. I have received no feedback since. In the meantime my lines have been suspended.