Accounts department pathetic service

I have received a debit order reminder from MTN via and to my surprise the amount was splited into 2. Then this morning I receive another e-mail that debit order returned unpaid even though I had more than enough funds. I then called the call center and spoke to Nomthandazo who had no clue of what I was talking about and she was busy telling me about assumption. She the escalated the issue and said accounts will contact me. The only e-mail I have received is that my case is resolved but no communication to me whatsoever. This is a pathetic service MTN and I need answers about debit you say it's unpaid.