I just placed an order now and i was advised that my order is on hold until my account is paid up to date

I just placed an order now and i was advised that my order is on hold until my account is paid up to date. But according to my records my account is up to date as a debit order goes off every month with no problems. I was advised by Lusanda call ref *** that there is a problem with my mandate and that the incorrect amount was debited. So how can i be penalised for something that is out of my control so unfair becuase on my side there is no problem with the debit order but now im being kept responsible. So in that case if they cant release my order in the next hour i will stop my debit order and offer them R50.00 per month to get balance paid of