Make arrangements and no one knows anything

How is Vodacom's data stored when a customer calls in to make arrangements? The finance department does not have access to the call center notes, or vice versa. I called on the same date after making a mistake with the auto collections sms. Spoke to a contact center agent who made the payment arrangement for me with the finance department and loaded it on the system. Today I get suspended and now only to be told sorry those notes are not on the finance department side so pay up to get your line activated again. How is it possible that no one at Vodacom can see notes on a system where all data should be stored. Do Vodacom staff just make notes on small pieces of paper on their desks and leave it there. I requested to speak to a manager. Sorry they have to be emailed and then they will call you back. Bet you its on a piece of paper and I wont get a call back