No Answer on emails or calls

I logged a email with vodacom customer care explaining to them to please not debit the whole amount on my February 2015 Invoice as the Bill is high due to out of bundle data costs ( I cannot afford that amount in 1 month). After a week of no response I have tried to get a hold of their account department via telephone. I have made multiple calls, waiting on average 20 mins and the operators keep telling me that they cannot help me I have to talk to the accounts department. I am firstly disappointed in the bad response time to my email and secondly that I have to wait so long on the phone to receive no service. What is going on at Vodacom??