Vodacom's error and I'm expected to pay fees

My blood is now boiling-I complained last week regarding the change of banking details for my debit order. I had a letter hand delivered to Nophiwa on 04 March 2015 and the manager confirmed that everything was in order. The debit order did not go through and Head Office reported they never received instruction from Hillcrest. Since Tuesday last week (17th), I have been pulling my hair out trying to get answers and solutions from Hillcrest, and even reported it on Hellopeter. I received a response from Hellopeter on 19th stating it would be investigated-not once has anyone got back to me, except for an email I received today from Lucienne (after I phoned him) telling me to pay R100 MORE than what was owing, because THE PAYMENT DID NOT GO THROUGH. Now tell me, SURELY, this is not for my account when I did everything instructed. After contacting him again, as I received no reply to the email, I was told by him to pay the R100.00 and it would be credited to me! Why on earth would I want to do that? And why should I have to??? And honestly, how long am I going to have to wait to get R100.00 credited if I cannot even get Vodacom to follow their own processes?