Vodacom Customer Care Bad Service

My mother called on Thursday on 6/1/2026 the Vodacom customer call center and she spoke to a guy to arrange that he debit order must go off the following day he said he did arrange it 2 day after the debit order didn't went off she call the call center again and the never arranged it as he said the preemie is up with a 100r because there is a top up no my mother never authorized it or anything she don't even know the no the lady just say she don't know they are cant investigate how give permission for the extra top up no on the contract and we demand answers how give permission no body knows anything at that call center really bad service we want answers and we don't get any if we request something its not getting done cant wait for my contract to end don't have any problems with MTN

Please explain all this ASAP