Wrongfuully adding arrears to cellphone accounts

Vodacom has added arrears to my account wrongfully so. On the 14th of February 2020 I made a payment via the "my vodacom" app. As days passed I would check the app and it kept telling me that my account was in arrears. The arrears have now added up to an amount of R2600. I therefore contacted the vodacom customer care line and spoke to them. I was given an email address to send the proof of payment to. I sent the proof of payment which was my bank statement and screenshots of my bank app. A week later I then called to follow up and check if they have received the proof of payment I had sent to them. I was then given a different email address to send the proof of payment to, I sent the proof of payment again and I was contacted by a call centre agent. She said to me that her team leader said she had received the proof of payment and she could see that the payment was made on my bank statement she went on to tell me that vodacom was experiencing technical problems and that they required me to send proof of payment via the my vodacom app of which I feel is being unreasonable of them. The lady who was assisting me the day was very rude and when I asked her to take me through the steps of how to send proof of payment from the app as I'm not fami**** with the process she said she would refer me to a person who would assist me with that and I continued holding and the line was cut. This is causing me a lot of frustrations because I have not received the necessary attention and help regarding this matter and I have went out of my way trying to prove to them that my account is not in arrears. I feel that vodacom is trying to rip it's loyal customers off! I also feel that when vodacom experiences technical problems it should not be the customers responsibility to try and prove to them that the payment was made, they should be the ones who go the extra mile.