Capitec not helping me with urgent repayment arrangement -- technical problem

I urgently need assistance with my loan repayment debit order -- it has not being taken off since I upgraded my FNB bank account to a cheque account. Now I am getting messages from Capitec saying I'm in trouble for not paying my arrears but no answer from helpline. The non-payment of my loan repayment is not my fault, I have had the funds available ready for debiting each month -- it is some kind of admin or technical error on your side, or maybe FNBs -- you need to investigate and communicate with FNB if necessary.