Debit order

There was a suspension of my medivault wallet which prevents me to being able to transfer funds to my wallet to be able to buy medication as I am pregnant and I buy my suppliments and medication using my medical aid the debit order for January was deducted on the 15th of January of which is my selected debit date as per usual but the agent that was assisting me said it was returned on the 17th of January I have never heard that a debit order can be returned to the account I have provided the bank statement as on my bank statement it only shows the debit order that was done on the 15th by FDH Vault nothing returned on the 17th of January I do not know how am I going to buy my medication as I was told that I need to pay again the money that was debited already on my account of which I currently do not have whilst in need of this medication as ion yesterday for my unborn child