Problem with account. no one can tell me whats wrong.

The debit order was not taken off my account this month on the 25th so I called Cell C yesterday 29 June to get the debit order sorted out. I spoke to Johan at the KZN branch who informed me that I had failed the security check. I asked him to confirm the number and told him that it was impossible as nothing in my security questions had changed. He advised that he saw there was a problem with my account and would get his supervisor to call me back that day. No call back.

Today, 30 June, I called Cell C again and spoke to Pretty. The same issue with the security check happened. she said I have to go into the Cell C store to do a security check. I advised her that I can't as I have potentially been exposed to Covid so I have to quarantine for week. She said she couldn't help me and refused to put me through to a manager or to anyone who can help.

Please can somebody at Cell C call me and tell me what the problem with my account is, how to fix it and how to make sure my debit order goes through so that I can make sure I have a working phone