*********** Service- No one knows anything or can assist

I need someone from Vodacom to fix their mistake. I took out a router last year in November and saw last month that they never debited. My credit score is being impacted and it's showing that I'm in arrears. When I called their call center the agent assured me it wasn't a problem and they would just debit twice on the 1st of Feb. I still haven't been debited. The money is in my account and now it's showing that I owe for 3 months subscription. I called again yesterday and the agent assured me he logged a service request- ref..*** This isn't my problem. All you need to do is go into the account and debit the money. Please can this be resolved?