FNB consultants unable to help me with a debit order problem

I urgently need assistance from FNB. Every month a debit order for my Capitec personal loan repayment instalment comes off my FNB account. But ever since I upgraded from an Easy account to a Gold Cheque account, the debit order has failed. Capitec sends a request and FNB refuses it. I have spoken to Capitec and they say that FNB has not mandated/authorised Capitec's debit order. Why is this? I need these payments to go off every month otherwise I am penalised.

I have spoken to FNB consultants via phone and email, a number of times, and no one seems to be able to help me; they don't seem to have enough knowledge to investigate this problem. Please could this matter urgently be escalated to a person who is knowledgeable about the system and actually able to investigate and fix the problem.

Capitec says their IT department is now going to send a mandate request to you. It should be received within 5 business days. Please could the relevant person at FNB authorise the mandate/debit order request.

Kind regards Sarah Johnston Cell: ***