Complaint about Vodacom services

My niece purchased an iPhone 13 pro at Vodacom online(prepaid)the problem the amount was deducted from her account although Vodacom status states error.... We tried contacting Vodacom to assist but no luck, the bank requires authorisation letter for money to be reversed but no one is assisting from Vodacom side😱..... It's so frustrating how a big company like Vodacom can't help with online order😱😱 all their consultant and vodacom stores for contracts client, who is going to assist those for prepaid orders, I am dissatisfied to the core.