Accounts department messing up my credit

In December I got an sms that I qualify for a payment holiday in December 2017, in February they debited me twice and said am in arrears I called the account department and they advised me that they will update it, I must go debit the money and I did, I got an sms saying my accoutnt is in arrears and called them and they said they will update it. on the 26 Feb I called to check if everything is updated the lady by the name of brogan told me everything is updated and my next debit oder of R1530 will go off on the 3 March 2018, I call today I am still on the line as I type this for 37 min with my phone and my airtime no one can assist me and tell me that my account is up to date this is fustratin as it will affect my credit record.chelsea from your accounts department cant tell me anything shes telling me my account is withh the collections department and I am asking my self why as as I have never missed a payment.can somebody help me please