FNB system error and poor communication

I have had insurance with you since I got my house. There was an issue in June regarding the debit order from your side in June due to a system error caused by "loadshedding". I called to find out what the issue was as you guys never did the effort. I asked could i pay and manually and was told no the system does not work that way... with no communication or nothing you guys now take 2 debit orders this month and run my account into a negative