Dispute of arrears

I qualified for payment relief, my loan was paid for a period of three months. When three months expired DirectAxis did not deduct from my account, I immediately informed Mrs Nabeelah one of the managers, she informed me that she will forward my enquiry to the relavant department. I then waited, there was not feedback from DirectAxis, I then contacted them for several days. I then received a call from their representative, she informed me that they are short stuff, some of the employees lost their jobs they are short stuff. She further informed me that, she does not know why my debit order were not set automatically to deduct after the expiry of my payment holiday. Due to that failure and incompetence of DirectAxis my account is on arrears. The money was available on my account, there is an amount of R6000 in arrears which was not my fault.