Unable to get help from Vodacom

I sent a request to cancel my fibre line with Vodacom in April 2021, I was advised it would take 30 days, the line was then unexpectedly cancelled at the beginning of May 2021, before the 30 day period stipulate by Vodacom. I then called Vodacom to find out if I would still need to pay them anything further after the cancellation, to which they answered No. But at the end of May they debited my account, I called the accounts department to try resolve this misunderstanding, and after spending over 40 minutes on the phone with them and not getting a resolution I reversed the debit order due to the fact that I was advised there would be no further charges by Vodacom. They debited me again end of June and I reversed that debit order as well.

Today I received an email saying they are handing over my account for collection and I called and explained the situation to the collections department, who were not helpful and couldn't even help log a dispute, they referred me to the Cancellations department, I was told a request would be logged where the call audio would be analysed to verify that I was in fact told that I would not need to pay anything further to Vodacom after the cancellation and the matter resolved, the person I spoke to told me that I would receive an SMS with a request number within 15 to 20 minutes. Over an hour later the request number didn't arrive and when I called the cancellations department again, I was put on hold and then hung up on, I called again and was told they can't access fibre contract details, I was then transferred to the fibre contact centre where I was also told I can't be assisted because I don't have an active account.

My credit profile is being affected by a mistake Vodacom made and no one is able to help me.