Cell C customer service

So I have a contract with Cell C currently. I was in areas due to cell c's debit order systems not functioning 100%. I was informed in which I then made a eft payment since my account was suspended. After I made payment on the 2nd of December a debit order went off from cell c after I was informed to rather make a cash payment as the debit order system might not debit order and also they never debit ordered on the arrangement day which is the 1st of every month. I contacted them and made a case number but no reimbur*****t has taken place yet and its now a week and 1 day later where as I haven't even received as call about the ticket I had logged in