Debit order

I called in on the 24th to change premium from the R429 to the R120 an to my suprice my TV is not playing an I'm being told my debit order is not active I must send documents to activate a debit order. I have never called in to cancel the debit order in the 1st place an now I have to send documents to reinstate something not cancelled by me. I believe when method plod payment is changed it must be the customer who calls in an canckes an the gentlemen kept saying I have never paid by debit order. I'm super angry