Cellphone contract

Hellopeter, I need your help. My aunt took a phone on contract at telkom that also includes insurance for me as I do not qualify due to my credit score being low because I have no clothing accounts or credit cards. We were informed that they will deduct double for the first time and of which the contract was done at the beginning of September. So because we were not really sure of which month it was where they were gonna deduct we made sure that end of September there was more than enough for them to deduct and no deductions were made. We panicked as we didn't wanna pay any penalties when we saw they didn't take the money. When we called the call center, we were informed that the deduction will be done end of October. So when the end of October come and we still saw no deductions we called again. At first we couldn't get an answer until we called again on the 3rd of November and we were told that it bounced back. Now the question was how can it bounce back when there was more than enough money in the account since the 25th of October and there still is enough money till today. The telkom agent told us that we have to get a bank statement and send it to them to see if there was money in the account. Having made the call on Sunday afternoon, it was impossible to send a bank statement as my aunt does not have the banking app and is not really fami**** with emails and I told them that can only be done on Thursday as my aunt will only get the chance to go to one of their offices then with a bank statement. And now we get a message saying they will take her to the credit bureau if she does not pay. My aunt has never been in errors with any of her accounts and I don't get how a mistake done by them and not her has to results in her getting a bad credit record. The mistake is not even from her side.