Complaint still not resolved

So Donald from Telkom called and confirmed that I can pay the outstanding balance on account number ***. I am still waiting on someone to explain to me why Telkom didn't debit my account since my Aug 2015 bill. According to Donald there were debit order rejections, which I disagree with because I would not arrange for debit order collections and not make provision. Why was my account debited other times then? My debit order date is on the last day of the month. So while I'm paying the outstanding amount (paid R300 today), my bill is running up and I have no access to the service. Telkom is not taking any responsibility for not debiting my account. It is unfair to expect me to pay for a rental and I do not have access to the service. Freda from social media called me on Saturday and expressed that she understood my query and will escalate the matter. But every time I speak to Donald I need to explain again that yes, I have to pay but from a client's perspective an agreement wasn't met and Telkom should take some responsibility. I will pay the bill until the time my service was suspended. I have this contract for almost 2 years and it's always been up to date.