Capitec Bank ... bad service

I took a loan with Capitec and we had an agreement that they collect via debit order on my payday from my FNB account they have been doing this as per our agreement and I've never experienced any problems with the bank; the problem started in September the debit order didn't go through I called them TWICE trying to settle the matter as the funds are still available on my account but still the debit order didn't go through now they sent a message saying I've been listed as a bad payer hhay bo kanjani!!!!