Why do we need Vodacom if they do not provide a telephone service And we have to travel to one of their offices..

I have a debit order with Vodcom, and they took money from my account today. I wanted to query this with them, so I phoned in. I was told that my account is in arrears, obviously within minutes of them taking money from my bank account. I was then put through to TOBI. This is because ALL CALLS GO THROUGH TO TOBI. It isn't programmed to handle all queries. There is no way to speak to a real person. I had to jump into my car and drive to Vodacom to sort things out. WHY?. Has Vodacom shut its head office and re**** completely on TOBI?

This is not service. That is why I paid for telephone service, I pay to speak to a person, not a robot.