Dissatisfaction of needs not being met

I have a MTN contract phone and MTN is supposed to be debiting my account on a monthly basis but what happed the past 3 months they just stopped running debit order I called their call centre 2 months back was advised I was going to be called back so that my debit order be reinstated, I have waited since then and my credit profile is now affected, Can this matter be attended to as a matter of urgency