Vodacom App payments Untraceable

Just can't believe I have to just social media yet again to have my matter resolved.

In September I made my regular payment for my Vodacom account via the Vodacom App and nver had any issues until September 2021 whereby I have made yet another payment to my account and the money was never received yet the money went off my bank account and received a notification from the bank that the money was paid to Vodacom and Vodacom to this day is not able to trcae my money and due to this my account is in arrears. I made several calls to Vodacom and was advised by the agent that I can pause (Stop) my payments until my payment is traced. I have sent several emails to the agents I spoke to and not one of them came back to me with an outcome. I have sent my bank notification as well as my bank statement to vodacom and yet nothing has come of it. Honestly can someone please trace my payment and now my ITC score gets affected because nothing is being done about my payment and now I'm in arrears.