Vodacom customer care unprofessional behaviour

I placed a call to Vodacom due to inflated charges appearing on my invoice at 16h06, 08 July 2025. The call was answered and the person proceeded to have a conversation with the people around them until 10 mind 52 sec later. Then they dropped the call. I had to place yet another call to Vodacom to try and sort this matter out.

I am appalled by this behaviour. I am a frustrated customer in need of help, wondering if this arrears are going to leave me without collection and for how long. And Vodacom agents are answering calls and are laughing in the background. Please provide feedback on why this happened as this is not the treatment I am expecting as a customer calling for assistance. Let me know if you need the screenshot of the call.