Getbucks should be reviewed

My debit order date was for the 12th and yesterday the 11th i received a sms stating my debit order failed and will have a negative impact on my rating. why would that happen if payment is due on the 12th!!. today when debit order goes off and log in to see if any credit avail there is nothing. so i decide to contact live chat and chat with this person who take 15 min to reply one question. finally after 45 min she tells me i qualify for 6000 and if i settle old loan i will get 3 rand haha. From 8000 to 6000. is it because of that sms yesterday im being penalised? this company is not serious and should be investigated