Poor customer service

My husband has been a client of Vodacom for the past 9 years if not longer. Yesterday he phoned the 111 number to find out why is our account higher for the past 2 months than suppose to. Firstly the lady didn't want to assist him because his account is in arrears from March which equals the last 8 months. Without any calls to us to say that the account was arrears. What I also don't understand we make sure everything goes off like suppose to the 1st of every month we would have picked it up. The lady gave my husband attitude which is pathetic customer service to start with. She refused to help him with anything else until this has been sorted out with bank statements etc. Also he upgraded in July why did they let him upgrade if the account is in arrears. Doesn't make sense to give someone a new phone on his current account which he is not paying for, just my logic. He phoned again today to find out exactly what they need to go to the bank for the required statements. Today the story is just oh sorry there was a system problem that is the reason for getting the wrong information. Your account is fine and not in arrears like they told you yesterday. Secondly the reason you are paying more is because you are still paying for the previous handset (which I understand and are more than willing to do as we agreed on the contract) but August the didn't deduct the money for the same handset also because there was some kind of system failure. Now I have to pay a month extra which wasn't budgeted for as we were told after the upgrade it will be for 4 months after the upgrade which will now turn into 5 months. Is it too much to ask for the people working for the account to just do their job or to get competent people to do the job. Now the customer must sit with the financial implications because of poor service from Vodacom and none of this was communicated through to us as the customer they just deduct the money from the account as they feel and make them happy which I won't allow anymore. Our next step will be to cancel the debit order because this will not fly that they THINK they can deduct money as much as they want. I have had enough of Vodacom and their nonsense and *****ing of our airtime and data. Somewhere we have to draw the line.