BAD SERVICE FROM CALL CENTRE-QUERY CLOSED AND NOT RESOLVED

I am due for an upgrade in December and I am very happy with the current deals that Vodacom has. I went to a store to find out more as I wanted to complete my upgrade by 2 December 2017, only to find out that I can only upgrade to a sim card due to the fact that I no longer have a debit order. The reason why I no longer have a debit order loaded was due to the fault of Vodacom not debiting my account. This was logged with Vodacom and till this day they still could not find the reason as to why could not debit my account. I even changed my banking details and asked them to debit. Till this day I still pay my account cash as they so *********** to load a simple debit order. I have logged this will the call centre upgrades department and spoke to Amanda on Tuesday 21 November who was going to log a service request and I will get an sms with my ref number, I have not received that ref number. I did get an sms yesterday saying that my query with ref number 1- ********** ********** has been closed. I was not contacted or advise of what's happening with my query and now its closed. This is the service I keep getting when I log a query with Vodacom. Hope that I actually get this matter resolved.