Dstv Capitec debit order issues

I received a call from dstv offering me discount if i pay via capitec debit order and agreed on the 28th the debit order hasn't gone through and i cannot pay manual on self service since the balance doesn't correspond with what I'm owing they should've debited R412 but nothing happened and on self service the balance is R886 of which the promised to resolve but nothing happened I'm reporting this in case they disconnect my account for a reconnection fee because i think DSTV are ******* why my account not updated their billing department are lazy