Pathetic service from FNB private banking

We pay Substantial premium for private banking yet when we have an issue we can’t be helped. my husband has a debit order in place for our credit card. The debit order never went off as the amount due said 0. we in any event paid amounts to settle some of the budget transactions. today we get a message that we had to pay just over 6700 and they blocked the card. we contacted the secure chat only to be told wait until monday the account is at collections. Why was this up to date account sent to collections. the amount of just over 6700 reflected as due for 25 April. we paid that today. now the amount due for 27 april is 0 is this going to keep happening every month because your system is a problem. ??? It also affects my husbands credit rating and causes undue stress