Bad customer service

A week ago I logged a call with Vodacom stating my Vodacom app doesn’t work. Kong story short no feedback as of yet, no one phoned me to sort it out. Now, my debit order didn’t process yet, and I cannot log onto my app to see what is going on. When phoning the customer care line you get redirected to the Tobi whats app / sms line, who CANNOT help. I don’t want to make an external payment. I want to know and find out why my debit order wasn’t processed. Really bad customer service !!!