unhappy client

I am writing this to complain about Capitec. I have credit facility access and last month they went and debited the amount due successfully. This month November I noticed that no debit went through and on my app it flags red saying I'm in areas. I called the bank on Monday , collection dept. said they see the problem they will fix , Tuesday problem not solved they haven't debited, I called again the other guy same department said I need to go to my bank and ask them why they did not release the money , two different stories from the same department . I called my Bank they confirmed all is in place and my other debit went off, capitec should give an explanation. I am waiting to pay them calling the collection department several times no one can explain to me what is happening . Can this be sorted , I dont want my name to flagged as if I skipped payment whereas you are one that did not take your money . I am waiting on your response regarding this please