Poorly informed Nedbank agent & ***********

I have a debit order in place for my bond to go off every month and it does but for March the money was still in my account. I noticed it didn't go off and went to query however the explanation didn't make sense. I went to pay it in but then I noticed for April it didn't go off as well and there is sufficient money in the account. I phoned the Nedbank customer care line just to check from their side if it was paid. The one agent put me through to home loans who explained that is only for people thats behind and I must put down the phone as they can't put people through. I phoned again and after holding on for so long as asked the agent to check if my debit order went off. He said he will which I thought he will ask for account number but put me through to home loans where I was holding on for 30 minutes. I've been holding on very long each time but the real issue is the agents are poorly informed. They have no idea what to do or how to help me. I am just getting nowhere. The problem can't be that big. Please help me. I would also like to know what happened to my debit order. Why did it stopped? Must another one be put in place or what. It's that simple