Horror experience with Capitec impacting Credit record

I app**** for Capitec Access Facility on the 9th of April 2021, my first debit was supposed to be the my pay day on the 25th of same. For some reason they never debited my account until I opened my App to see a messaging saying your account is on arrears. I immediately enquired and also made arrangements as i did not what my impact on my credit status and score...They again did not debit my even after arrangements. This whole process went on until i decided to do a manual transfer. I called in and ask if this will impact my credit record the answer i got was no. I recently app**** for a homeloan for my second bond to my surprise Credit report reflects that i missed I was on arrears with Capitec. I went to Carlsward branch in Midrand, The staff were so helpful and also submitted my bank statement to their Credit management department (this department is useless and unhelpful). My incident number is ***6. I want a letter from Capitec confirming that it was their error as they failed to activate the debit order process. I hope this reaches their CEO Gerrie Fourie so that he can sort out this department. my query is seating with Collection and Credit department as I need a letter confirming their so that my bond can be approved. As their agent Yandiswa, this query should be resolved by the tomorrow 11am (3rd September 2021)