Account paid in full two weeks ahead of time but line still suspended

I went to the Vangate Mall branch to change my banking details the beginning of February and the consultant advised me that I cannot pay in store and will need to pay at either Spar, Pick n Pay or Woolworths. As I was pressured for time due to working from home and being on a break, I left as I spent most of my break in the store. I was also advised that Telkom will only debit my bank account from the end of March as their bill run already started for February. On the 15th of February, my account was debited for January and February's invoices, and I normally get debited at the end of the month, I then left it as it saved me from having to go pay manually at the stores. I then received an sms a few days later stating the amount due but if it is paid, I should ignore the sms which I did. On the 1st March my number was suspended and I tried calling customer care which took forever and was assisted by a guy that sounded like he did not know what he was doing and kept putting me on hold for long periods. I requested to speak to a manager and was told they are all busy after holding for a long time again. I then called the store and emailed the proof of payment to the store as well as the call center and was advised by the call center that it will be escalated. The number is still suspended and I have received no feedback from either side. How do you debit a customers account for the full amount after stating that I will have to do manual payments as the system can only debit from the end of March and then they cannot find the payment.