Account Not Showing After Debit Order Ran

I made settlement debit order for my 2 accounts, one Virgin Active and one FNB Cheque account on the 17th September. On the 20th when I log on to the self service portal, the FNB Cheque account is no longer there and it's not showing on the paid up accounts as well. Spoke to someone today and he advised that the account has been withdrawn from MBD, but I should contact Elanoir with my reference number and she'll help. That number I got just rings until the call drops. Can someone please tell me how this will get solved and also send me the paid up letter for both the Virgin active account and the FNB Cheque. Thank you.