Multichoice *********** staff!!!!!

I was contacted by multichoice a few months ago to be offered to switch to debit order, I agreed and advised the consultant to debit on 1st of every month, this month I then realized that my decoder is suspended, I then called multichoice to find out what could be the reason for that, and the advised that the debit order didn't go through, I asked on what date did the debit run, and was advised that on the 2nd, I then asked why didnt they debit on the 1st, they advised me that they do not have the option to deduct on the 1st and then told them that the consultant didnt tell me about that, what I want to know is who's fault is it that they did not run the debit on the 1st,now they say that I agreed to the debit running on the 2nd, I request proof of the agreement as now I am inconvenienced that my dish is suspended and they say I have to pay the reconnection fee for their incompetence, I request that this matter be escalated to the CEO since the staff is *********** and want my account reconnect at no cost to me!!!