Bad service

Vodacom charged me penalties for payment that I already made. I called them and I spoke to Maria and she said I must call back after 3 days so that she can log me a service or whatever they call it so that penalties can be removed. I called back after 3 days then the other Maria answered. She said she will log a service after listening to my conversation with the first Maria. She said I will receive an sms confirming the log service but I didn't till today. It has been 2 weeks now having this problem and vodacom does not seem to care. I called again today and spoke to Nkosinathi, he transferred my call as he couldn't help me. I waited for 20 minutes for my call to be answered but still the lady I spoke to didn't help me. I asked her to transfer me back to Nkosinathi but the call rang forever I even hanged up the phone.