Inconsistent service from MTN

I took out a 24 month contract in May 2022 with MTN, where a debit order was signed. Lately I have experiencing that some months they debit my account and some months they don't when there are always sufficient funds in my account because all my debit orders go off on the 1st of the month. On Sunday, 05 November 2023 I visited the Westgate store and explained the situation where 3 calls were logged being ***, *** and *** and the consultant advised me that I should expect a call from MTN within 2 days. To my surprise on 07 November 2023 I received 3 emails advising that the calls has been closed, by no consultant ever called me to advise me what they did nor an email to explain what they did. What kind of service is this that MTN is giving, when they used to be rated the best mobile service provider back in the day.