Account in arrears

My experience with capitec was very bad past weeks, my account was debited on the 30th August as normal payment every month. After 2 days when i log in to my account it shows that i m in arrears while account was debited. i call in on the 03.09 22 and agent told it will be fixed, i log in and nothing, i called in again on the 05.09.2022 using my airtime and agent put me on hold for too long and my query still was not resolved, while my credit score its going down. I need help please