Capitec STILL not helping me with debit order problem -- urgent assistance needed

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.

UPDATE: Someone from the complaints department called me. She said the debit order was not coming off because it was unauthorised by FNB, or because the account is frozen. The account is not frozen and there are funds available. She said she would ask your IT department to send a mandate request for the debit order to FNB. I have heard nothing since. I am daily receiving messages from Capitec saying my account is in arrears and I need to set up a payment arrangement. I know this. Every time I have made a payment arrangement the debit order has not gone off.

PLEASE URGENTLY ASSIST.

Also I was not given a reference number. Please provide one.