Debit Order Fail!!

All i can say is that you guys are total unfair my mother that is a pensioner has a 2Mb uncapped account with you for the past 3 months and she filled all paper word in so it is a debit order she is not clued up on the technology side of things and as far as she knows is that you guys deduct the payments now due to your mistake they did not even created a debit order and now they phoned her to say her service is canceled due to no payment and she owes you over R2000 and she will pay it but i believe that you should discount the amount due to that it is your mistake and she still has the copy of the form to say that it must be a debit order and she feels that she is going to cancel her service with you.