Outstanding Account

I recently upgraded my phones, two off. My debit order went through on the same day I upgraded. Whoever handled the upgrade decided to debit my account for the new nano sim on the same day. When I tried a sim swap they told me my account was in arrears by R10. On the one contract they sent me the incorrect sim card and I had to purchaser another nano sim. They have agreed to credit my account with the R96. On the other contract it has been a nightmare trying to resolve. The customer help line can't assist with the sim swap as the account is in arrears by the R10. I have asked them why not deduct the R10 on the following month. No they cant override this. I need to come in to pay the R10 that they should have scheduled for the next month anyway.<br> I explained that I have never been in arrears, it is their error and I have been a customer for over 15 years. I then asked why cant the R10 rand I owe them be deducted from the R96 they owe me. No they can't do that either as they are two different contracts. I cannot believe that such an organisation has such inflexibility and that they would rather alienate off a loyal customer over R10.