Pays Loan into my account, but cannot deduct from my account

On 04 September 2023, my family had a medical emergency that required upfront payment. I app**** via Finchoice as I had recently settled the account and was happy with the service provided, I selected 24 September 2023 as my first premium deduction. The money was paid promptly on 05 September 2023. As the 24th was a public holiday, my employer paid me early and I was paid on Thursday 21 September 2023. I waited and waited for the debit order to be collected and after about a week or so I went onto the website to double check whether I had selected the correct first deduction date and received the pop listed asking me to "click here" to accept the debit order. Upon selecting the "click here" option, I was led to another page stating my next collection date to be 24/10/2024. From a reasonable person perspective, I thought it was a technical issue on your side and I agreed for the first premium to be deducted on 24/10/2023. It is important to note, at no point in time was I told that there were any funds in arrears, or any difficulty incurred with obtaining payment. I provided finchoice with my bank statement which demonstrated I had more than sufficient funds in my bank account for the instalment to be deducted on the agreed date. Within the last week or so, I started getting calls from your collections department stating that I am behind with my payments. This took me by surprise because I was under the impression that there was a technical error on your side. I will admit I was frustrated with your collections staff regarding this matter, but I take my money matters very seriously, I even disclaimed that it wasn’t anything personal, but the service I received was sadly astonishing. Your agents were not able to overcome any of my objections and was left feeling like a nuisance and just someone that doesn’t want to pay for their debt which is far from true, in fact the collections agent I spoke to on 17/10 closed off the call with something along the lines of "you don't want to make the arrangement, that’s okay" and dropped the call, I had asked her to escalate the matter and she refused to do so and continuously tried to refer me to the contact number to dial. I asked her who was going to pay for my airtime to make this call, and her response was dismissive. She couldn’t even offer me to speak to a supervisor on duty to hear me out. The only person that treated me like a human being and spoke to me was the customer service agent by the name of Fawaad. But I digress, I had to make a payment arrangement where I agreed to pay an additional R1000 towards the next debit order . I think this is really unfair, the reason why the debit order wasn’t collected was due to an expired debi-check mandate. I said it before, and I'll say it again, I did not receive the debi-check mandate. I checked my app and it does not appear. I received no emails or SMSes indicating that there is an issue with the debi-check. In fact, I received an SMS on 19/09 reminding me that my debit order will go off on or around 24/09 but no mention ANYWHERE that there was an issue with the debi-check mandate. I checked my emails, I received none. I think that it is really unfair for your company to treat me like this, I have been a loyal client for years. I have taken out loans and never missed a premium. And now you guys are going to negatively impact my credit record due to an error I had no way of knowing about. Additionally, when I asked the agent to change my method of payment to direct deposit, I was told that payment arrangements can only be done via debit order, but you guys can't debit my account!

Expected Outcome: I do not want to be imbursed with any funds. I want you to sort out this Debi-check issue and revert back to me. I want you to waive any additional fees that you are wanting to charge to my account. I demand that you remove any late payment note that may impact my credit record as I checked my clearscore report and it is showing that this account is in arrears!