Frustrated Customer

<p>I have been a loyal customer of Vodacom for almost 15 years now but have experienced the worst service since January this year when I upgraded my contract. At this time Vodacom migrated me to their new system which caused ongoing issues with my account. I had my data packaged deactivated and a notification of my contract being terminated even after I received my new handset and signed up for a new contract. My sms bundle also for some reason did not work. I had to go into a Vodacom store whilst traveling and was told they could not assist as I was transferred to the new system which was not yet rolled out to the store. I needed to contact customer care and then they would advise me to contact technical who would in turn advise me to contact accounts etc. It was extremely frustrating that due to no fault of my own I had to chase Vodacom to resolve these issues. So after weeks of.being given the end around , the issues had been resolved (or so I thought) until today when I received an sms saying that I can sort out my account arrears by dialing a certain number. I quickly checked my bank statement and to my surprise the debit order did not go through. I contacted the customer care line and was advised that my profile says I'm a cash client and since I did not pay last month it's in arrears. I have been paying my account via debit order since 2002 so why was I a cash client??? The call centre agent said she could not see that info but only that I was a cash client on my profile. She told me I can contact their account department to pay my arrears and arrange for a debit order payment going forward. I expressed my frustration with her on Vodacom's service and still got a response to contact their accounts department. Surely calls like this should be escalated for resolution by Vodacom management? Surely Vodacom should be treating a loyal customer of theirs in a better manner? Surely I should not have a record of arrears due to no fault of mine? How was my profile changed and why? My contract upgrade was signed on a debit order payment and payments has been successful on debit orders since then. Why would payment approach change within a contract period? How was my profile changed without my consent? I really hope that Vodacom can provide some clarity on why this has occurred and rectify this problem urgently.</p>