For the past 4 month...

For the past 4 months I've been trying to get cell c to update my banking details and utilize the debit order system have I have always done on my cell c contract and I am not winning with them I spoke a consultant that call me back verified everything has been completed and done and loaded and today I get a message stating that the account is in areas and no banking details have been loaded on my profile even though it was confirmed and promised to me