FNB Collections are the WORST!!!!!!

I have been trying to get hold of FNB Collections for 3 days now and not getting through!!! I receive a message that my account is an arrears. Someone from FNB phoned me 2 months ago and said my account was 1 month in arreas as my debit order didnt go off after my Pay Protection plan was cancelled. I have made an arrangement that they deduct the arrears over two months which they did in September and October, I have also asked them to set up a debit order AGAIN so it goes off my account on the first of every month, like it normally was before COVID happened, but now it looks like they never set that up. I am EXTREMELY UPSET!!! My account has ALWAYS been up to date and now because someone didnt follow my instructions to set up a debit order again, I am the one looking bad and this is unacceptable!!! Can someone please PHONE ME BACK URGENTLY!!!!!! I WANT TO ISSUE TO BE RESOLVED ASAP!!!!!!!!