Vodacom - Payment allocation, cancellation not done on contract - no updates done my account

Good day,

I have called vodacom twice. Gave my details for my account and to do the necessary changes on my payment date. Payment was made in the month it was due, when I called customer care again they told me I don't have to pay the penalty fee only the R 30.00 which was paid and emailed to Vodacom. When I spoke to retentions department told me my account is still in arrears and they cannot help me the cancellation of my contract, I requested the agent to let a manager call me as I am getting numerous, no notes or feedback is showing when calls I made, they told me cannot see anything on the system as per a retention agent, that is a concern as it's my info and account and nobody at vodacom can see prior arrangements that was made on my account. Question is what is happening to my telephonic calls no notes and my info is on their system is it safe, cos they have not backup or reference on the system that is a violation on POPI act when info is not recorded correctly and no record of anything on their system.