DPP explora

Hi<br> <br> My account wasn't debited for the past 2months, I reported this at multichoice and was told the issue has been escalated, nothing was done. I then called *** they advised I should make a manual payment and that they would transfer the funds to dpp then escalate it so that normal debits can go off from October, today I noticed no debit went off, I logged onto self service only to see the funds were not transferred and the amount has increased! I called in again was then told again that they would escalate , I then asked to speak to the manager and I was put on hold for a long time until I hung up! This is really frustrating, its like they don't know what they doing there. Why is it such a big problem to debit from my account like before, why must it be such an inconvenience for me?