Vodacom Making it Difficult for Customers

My husband requested for his monthly bill to be paid by debit order. Something went wrong with this on Vodacom's side and he ended up paying his account manuallly each month. He went into a Vodacom store to resolve this and ensure his debit order is set up. Still the issue persisted and then he was unfairly charged R100 penalty for paying his account late at a point. How is that for making it difficult for customers to deal with Vodacom????