Account Payment Issues

I am experiencing a lot of account payment issues with my fibre internet account. When my account was opened it was agreed upon that the method of payment will be a debit order straight from my account but for some reason no debit order gets deducted and my account shows that I do not owe them money. There were some months which it got deducted but for the past 2 months or so no debit went off, so I am basically getting internet for free at the moment.

I called and emailed Cell C how many times about the issue already and then I only get automated responses which says they will get back to me or all they do is sent me my account statements. They are not bothered to pick up the phone and call me so we can get the issues resolved.

I can't believe the incompetence of Cell C, this is the worst service I have ever experienced, how difficult can it be just to call me back