Unable to reach call centre agents.

I have an outstanding balance on my Vodacom account, and need to speak to a customer agent to explain why there are inexplicable add-ons to the value of almost R200 to my account, which is TOP-UP. Called a few times and am willing to wait for an agent to become available but the call centre tells you to 'hold on for an agent' but then immediately starts giving you prompts for self-service, none of which leads to an agent or deals with my specific query. I'm not allowing any debit order until someone calls me and tells my why my bill is not what it should be. If the debit order is subtracted without my having been contacted by Vodacom I will take this up with the Consumer Protection board, having tried to contact you via telephone and here. Please just contact me and simplify your 082 111 number. I called your *** number as well but they could not explain the add-ons to my account and redirected me to the 111 number. Also have not received any communication via email or otherwise since I started this account.