Disappointing *********** service

I contacted RCS card beginning of October 2018 between the 5th and the 12th to give them my new banking details. Was told new banking details have been updated accordingly. This week on Monday 12th November I received an email informing me my account is in arrears of over R500 I contacted them as they only have 1 contact number as form of contact and no email address for queries. Was on hold for over 20 minutes, eventually consultant answered and put me through to the accounts department which I was placed on additional 15 minutes hold. Consultant confirmed they’ve got the new banking details and doesn’t know why debit order didn’t go off. Was promised she will get back to me as I requested that they investigate and/or action a debit order and/or advise me where to go and make a payment as this will impose a bad payment history on my credit profile. I’m still waiting for urgent feedback and I’m not going to waste my employers resources calling the call centre and holding for almost half an hour. I NEED THIS RESOLVED ASAP