No debits affecting my credit record

I am very upset with multichoice I took up the Explora package in August last year, and as part of the contract, Multichoice is supposed to debit my account monthly. The first month they did not debit and I called them back and confirmed my banking details and a debit went through thereafter. I never took notice thereafter, I happened to draw my credit record this week and found out that multichoice is recording me as a non payer, I then realised they have not been debiting my account. They have also not been calling to find out why payments are not going through. I called them twice and the call center staff cant help they advise I will be called back, and no one calls me back!!! Multichoice has very poor customer service and clearly also has poor admin services. They failed to deduct and now *****ed my good credit report with their poor administration. I want them to sort out this matter and clear my payment record.