Totally rediculous

I requested a settlement amount on the 22nd of January 2019. I received response on the evening of 24 January. On 25 January the debit order of my monthly installment went off and I haven't even received my salary. I phoned direct axis to give me a new settlement due to the debit order that went off. I was told they could not assist me. They said I must pay the settlement amount given if I pay to much they will refund me. if they cannot assist me with a settlement amount how will they refund me. I also informed them they deducted the debit order from my account without me even receiving my salary as yet. Then I get the response directaxis never does debit orders on weekends(but I previously paid on the weekend and debit order went off); I was told by agent she is been working there for 7years and it will never go off on a weekend. She put me through to a manager same story cannot help me system does not allow them to give me a settlement, debit order don't go off on weekends etc. Then in the same sentence she says if I pay the Saturday they will track my account and take the money the Friday if there is no money available they will keep tracking it till my money is in (which is low and behold the Saturday, which is weekend I am sure). My Directaxis debit order goes off immediately the moment my salary is paid in irrespective of the day of week. So after 30min of fighting I was tod to hold on. Few seconds later they she gave me a settlement amount she processed.. PLEASE explain why now after 30min of fighting can it suddenly be done. I do not understand we have an obligation to pay back the money(which is not a problem) but when we do want to pay they cannot assist you. I find this totally ridicules. And the agent who initially helped me sighs the whole time when I ask questions and is sooooo unfriendly.