Situation at Gateway Vodacom that needs resolution urgently

I am very disappointed after having several contracts with Vodacom, my experience has been pleasant up until now while trying main competitors. We have 3 lines/ contracts with Vodacom of which the latest phone line is the newest. We opened a new line at the smaller Vodacom store in Gateway, Durban and when confirming debit dates we made sure to confirm the 1st debit order date and that would be the 1st of the next month, my parter was witness to this. The account was debited on the 21st of the current month and bounced. This was no big issue as we saw the extra amount owed on the Vodacom app where we made an online payment to settle as we did not want any financial issues regardless of what was initially told. We were under the impression all was settled with NO communication from anyone at Vodacom via any platform. This afternoon we tried to open a new contract at the main vodacom store in Gateway where we were told we need the actual ID in person, sure we went home and returned. While signing and processing the deal was declined as result of an outstanding amount that we are completely unaware of, the consultant actually couldn't see it despite the message. We were sent to the customer service lady who was useless, not to mention her non compliance in terms of covid protocol which she should be fired for. She said there is nothing we can do and must pay the R96, 00 owed. We queried this and later understood where it had come from and it could not be seen on tht app as it was bnak charges, although nobody had contacted us from Vodacom. She said the only thing we can do is pay the R96, 00 and wait 3 months before applying for the additional contract which is utterly ridiculous as this was not our fault and have never missed a debit order on all contracts ever! We willing to pay the R96, 00 as it is nothing although the error was on Vodacom's side, we could not accept and challenged the reasoning as we need this laptop for work and is rather urgent, as I am sure you are aware times have changed with Covid and we are online. Only once I asked for the CEO name and got onto LinkedIn did the manager start saying that they could see what they can do, we paid the amount that was owed, no outstanding amount. R96 in arrears due to error, I feel this situation should be relooked given our loyalty, your brand and the situation that took place. We cannot wait 3 months, please can someone look into this and provide favorable feedback.