Bad customer service

The only service provider we’ve trusted for year has the worst customer service ever now, I’m not sure if it’s because maybe they have new management 🤷🏾♂️. I was probably the first customer to sign up for their Vodacom Powerflex plan and I’ve been paying every month and never missed a payment, this month they decided not to debit my account and cut me off without any explanation, I then had to spend so much money every single day to make calls and after 4 days they come back to my account without talking to me and explain what exactly happened they just debit my account and sent me an sms that my case is closed, WHAT THE HELL HAPPENED?, why is there nobody explaining to me what caused the debit order not to go through?