Urgent Dispute: Billing Issue and Debit Order Failure – Contract & Insurance

I am writing to formally raise a concern regarding an SMS I received on 3 July, stating that I owe R1,240 for my contract and insurance. This is both surprising and concerning, as I have an active debit order agreement in place with Cell C. Upon calling your call centre, I received conflicting explanations: 1. First, I was told there is an IT technical issue. 2. Then, I was informed that the authentication for a debit order mandate failed on 17 April. This is confusing, as Cell C successfully deducted from my account on 27 May without any issues as I submitted my banking details upon signing the contract, so I do not understand the mandate failure part since as a deduction on the 27th of may was successful. More importantly, I need clarity on why no debit order was processed on 27 June. Instead, I’ve received multiple SMSes and emails stating my account is in arrears — despite having a valid debit order in place. I find this situation highly unprofessional and inconvenient, especially considering I have upheld my end of the agreement. Kindly advise: • Why was the June debit not processed? • Why am I being held responsible for making manual payments when I have a debit order in place? • What steps are being taken to resolve the technical issue? If Cell C is unable to manage this contract efficiently, please advise on the process to cancel my contract, as I cannot continue experiencing such inconsistencies. I expect your urgent feedback and resolution to this matter.