Disappointed

So surprisingly Vodacom sent an sms to me yesterday the 13 May 2020 saying that my debit order for April was unsuccessful, yes I know this because the scheduled date for debit order is 27 and as per the arrangement I have made over the phone I have said I will make a cash payment before the set date of debit order. So I make a call to Vodacom regarding the sms and I was told that the sms was delayed and they only have updated their system today and the lady I first spoke to Nosipho tells me the current outstanding balance of R1300.......so I requested a breakdown of the invoice since is higher than the actual monthly invoice and I have an advance of R28, she explains to me that the other amount is penalty fee for the month of April since the debit order was unsuccessful then I explain to her that I am surprised that you guys went to debit on my account after I made a special request to make a cash payment for the month of April. I have made that request after my debit order for March was unsuccessful, I have received an sms instructing me to make an arrangement, I followed the prompts where I selected a cash payment as I have selected cash payment I received further instruction on how I should I go about making a payment, I followed the prompts, went to my App but the total owing balance was then doubled(March and April) I then made a call where I have requested for the consultant to put in a request for me for the system to allow me to pay for March only as they will be able to deduct for April, the lady I spoke to said no it is not possible then I explained to her that I can't go to the bank because of lockdown restrictions and I do not have the double amount to pay via an App so I will raise the full amount of payment before the set date of debit order and pay as cash because I am on unpaid maternity leave she agreed and said no problem and I have honored that arrangement but they still went to debit. So I have explained to the first consultant Nosipho, she referred me to billing dept to Matshediso where I have explained to her and disputed the penalty fee so Matshediso referred me back to customer care or enquiries to log a service request for that fee Unfortunately my spirit was crushed by Eva who said she will not cancel or reverse the penalty fee even after I have explained to her what happened. Eva says I did not request the debit order to be cancelled which I find very strange to say because I have said I will make a payment before the 27 since they could not separate the invoice but she told me straight that she is only logging a request to satisfy me but she is not going to do anything about it I am going to make that payment. I am asking myself why she is so quick to dismiss, why she does not check the call records and listen to my calls to Vodacom regarding the issue??? I am glad that this happened just before I could upgrade as my contract is coming to an end. So ****ed by this Eva girl