Vodacom just became the worst service provider!

I am a loyal 13 Year client of Vodacom. Went to apply for 2 new contracts on tablets today. They declined the application due to an arrear amount. Since I joined Vodacom, a debit order goes of every month. NEVER failed to pay my account in 13 Years! How do you explain that? I am so dissapointed! I expect this error being sorted out to my satisfaction. This was the most humiliating moment in my life! Your \high level"of customer servise is poor! """