Debit Order Payment Failure on Home Loan

I app**** for my first ever Home Loan with Nedbank, first installment scheduled to go of on 1st of June 2019.

On the 1st of June my Capitec account was debited via the debit order I had signed.

Received a message on Wednesday 12 June that there system indicates that no payment made on my account. I immediately called their call center to enquire and they informed me that my account has been handed over to their collections department. I called Nedbank collections department and explained that my account was debited on the 1st of June, the consultant asked me to provide them with proof of payment and I explained that I am unable to provide a proof of payment for a debit order, she said she will look into it.

On Friday after not receiving any feedback I called again and spoke to a consultant named "Again Phele". I explained the situation to him and he asked if I could send him my bank statement for them to allocate the deposit to my home loan account. I sent him my bank statement as requested withing 10minutes. Phoned him later that afternoon to confirm if he received my bank statement. He confirmed that it was received and that he will escalate my query.

On Saturday 15 June I received another message stating that "Still no payment made on my home loan account". I immediately phoned them back and the consultant informed me that the messages are automated and that my query has been escalated to the IT department for investigation, and they had issues with debit orders that were scheduled for 1st of June 2019, still my payment has not been allocated to my account.

On Tuesday 18 June I sent a follow up email to the consultant Again Phele to find out what the status of my query is as well as what their SLA's are for similar queries. This email was ignored.

On Wednesday morning (19 June) a consultant from Nedbank phoned me to confirm my banking details and debit order date, stating that no payment for May 2019 has been received, I had to explain the situation to her as well and referred her to Again Phele. Later the afternoon I called in again for an update on the status of my query. This time the consultant stated that it is still being investigated by the IT department and all they can do is wait. She also informed that the issue effected Capitec clients mostly for debit orders on the 1st of June. Capitec informed Nedbank that the error is definitely on Nedbank's side according to the consultant.