Uncleared debit order

I have an access facilities with capitec and pay via debit order. On the 24th November capitec debited my account but never allocated the funds debited to my access Acc and I kept on receiving msg that my account is on arrears. I called and emailed them on the 29th November and the told me that from their side it shows that the money was collected but the is a system error. Astrid Burricks (Admin Collections) simply rep**** to my mail "We see contact has been made with our Collections Department". nothing more, no explanation none what so ever. telephonically they said it will reflect in 2 working days, its now 1st December and still not clear. i dont even know what to say or do anymore coz wowww