Agreement not hounored

I accepted the payment break from african bank and i singned documents and recived confrimation. the debit order for this month did not go off as i accepted the 1 month break. Now i get contacted by the collections department as if the payment failed. someone is not doing their job properly. I may incur uncessary fees because of this. the agent that called me didnt bother to offer to inverstigate why i was reffered to collection , she just hung up when i explained to her. i am not impressed.