Bad service

Vodacom has been a nightmare. I called vodacom in April and told the agent I came back from maternity leave and this was the reason for falling behind with my contract. I asked if there was any help she said yes they can help they can put me on an arrangement and the contract will go onto pay as you go which mean my contract term will be longer so instead of 36 month it will be longer. I told the lady over the call I have insurance on my devices and she said not to worry when the account goes back to contract the insurance will come back. I agreed to the arrangement and I made payments as we discussed. There was a month I could not pay and I called again and explained that I am not able to pay that month because of an emergency and I asked if this can be updated. The lady said yes it's fine the arrangement will just carry on and I asked about the insurance again and I was told the insurance will be fine it will continue when the arrangement end. So this is the bad part I got a text and a email that my account was handed over to attorney. I called vodacom customer care on 14/10/2025 and I asked what the status of my account she said the reason and because I didn't pay for a long time. I asked her if she's sure about this and she put me on hold for 20 minutes and then I dropped called. I back asked to speak a manager. I spoke to a manager and he said the arrangement was not put in place and this is the reason why the account was handed over. I asked the manager if I can get a call back from someone in collections to tell me whats happening and I asked if a call can take place today 15/10/2025 because I am at work and the best time to call is after 8 No1 called me until I called again and I was put on hold again and then I called collections spoke to Nompumelelo and she said she can't help I must speak to the attorney I told her but vodacom made the mess she said she can't help and end the call. This is very bad service I need someone to look into this or I'll escalate this to the ombudsman