Rude consultant and bad service and account handling

A consultant hung up on me, I was helped by a guy in the cancellation department who was kind enough to process my cancellation he after transferred me to the account enquiry department and a lady answered asked for my number when I was giving it to her she wasn’t responding or acknowledging that she could here me so when I asked why she wasn’t responding to confirm that she got it and asked for her name so I could address her with it she kept quiet and hung up on me. My main issue with vodacom is not only the consultant’s rude response but also the handling of our accounts, I had two contracts with them for a cellphone and a laptop with router so I defaulted for three months and then paid Up the arrears in cash as they demanded, but my terms was extended by 7 months and never put it back even after the arrears settlement, this is ******** people and has ruined my relationship with them plus the network is problematic from being the best leading network to ****. I want to understand why my term was extended and what was the money for if I paid the arrears amount. And why they continue taking the full amount after your term is finished meaning you’re done paying for the hand set and only getting benefits which means they are supposed to adjust the amount after the 24months to only paying for the benefits as you are only supposed to pay for benefits