STILL WAITING!!

On the 11th of February 2016 multichoice gave me a call to sell me there explora, I did the app with the consultant and everything went well, I sent through all needed documents! We agreed that the first debit order will go off on the 17th of Feb, which it didn't! I then phone multichoice on the 18th to ask why the debit did not gou off, they had no isea who I was, they have lost all my documents and had no idea how, I then agreed to redo the application and again everything went well, resent all documents and debit order was suppose to gou off on the 19th, yet again ot did not happen! When I phoned this morning regarding the matter they said my documents are outstanding! Please assist with this matter!