No debit order loaded and I am held liable for interest

I Have been trying to get assistance from Absa a Nthabiseng said i will receive an email to date nothing i even asked them to sms it to the registered cell nr. NO debit order loaded and I am held liable for interest I took out a student loan and Absa didn't load the debit order even though I Bank with Absa nothing was loaded, in December I wanted to link the account onto my profile so I can make additional payments in January if I have funds only to realize that the account was in arrears. I made first contact with Absa because nobody sent me an email nor called me to inform me that the account was in arrears. I was sent to the collections department as if its my fault and I am charged interest, this is going to affect my chances of a top up for this years fees. Why am I being held liable for interest payments yet it wasn't my fault and how am I certain that's this won't jerpodise my chances for refinancing.

Upset client