was in arrears due a system glitch

I have a problem i called Rain spoken to various call Centre agents and not assisted. There was an amount of R315.00 being paid every month I've been having network access and then all of a sudden im told i don't have access cause im owing R265.00 how's that possible as i paid every month and i had set a Debit order method with them but the amount was no being pulled out i then had to go in the app and make a payment. When I explain to the agents im being told it was the system glitch how is that my fault. when I request to speak to the manager Im being told they are in a meeting then when i request the managers email address the manager refused to give me the email address. Spoke to Joshua very rude gentle man who told me he cant give me his last name when I asked for it. asked to speak to his manager he said his in a meeting and he will send me an email I didn't get a email from the gentle man. The companies name is (Rain).