debit order

i have a contract that i took in March 2023 signed for a debit order that this company decides if they will debit that month or not,i call yesterday customer service after the account was suspended due to non payment, not my fault they just didn`t debit on the 20th January come 24 February they debit, fine but now the account is still suspended calls were made and i was told the funds are reflecting on their system but the number is still suspended after being told it will be fixed, I call this Morning worst mistake ever the consultant didn`t even know how to assist me he decided to transfer to another department with no communication to me that I'm being transferred frustrated i want to cancel the contract but i have to pay this company R4900. to cancel it, now I'm stuck with Telkom because i don`t have this amount.no one can explain to me what is going on with the debit order not being collected on the agreed upon date.do i have to pay this R4900.00 to cancel the contract or can i just give you guys the phone back