Eft not deducting

Since inception of this account telkom has not deducted my payments, every month I had to eft and queried this on more than one occasion, more recently I called to confirm that my debit order is going to go off on the 25th March 2016 and they assured me that everything is in order but of course it was not and no debit went off again. I called today and requested that my line be activated until they deduct the payment as per the sms confirmation that I received from them and they refused even though I explained that the non payment was their fault!