Debit order return fee

I have a 2 contacts with Telkom which was debited on my husbands account. He changed his bank and requested them to change it on their side but they refused. Now a missed debit order went off on the 25th and we are told we still need to pay the account and the debit order. Even though I did mention that he doesn't have an income during lockdown however we will try to get the money and make a deposit before the end of today. I find this appalling behavior not to mention the smug attitude of the agent who could not tell me when the contracts will end and refused to send me an email at a later stage when his system was back online. Instead he wants me to call back after this was my 2nd call to telkom holding on for 20mins at a time. Absolutely pathetic