Vodacom complaints Southgate branch

I am highly irate. On Fri I went to Vodacom Southgate to make a payment and they were offline the entire day . Today when I went to make payment I was told I need to pay double since its not their problem that they were offline. Another thing is why must I ask for statements every single month and vodacom can't send it via email. Why should I pay extra when Vodacom was offline😫😫