********** debit order fine by Telkom

My wife took a 24 month contract for a router in the middle of January 2020. She was billed prorata until the end February. Debit order attached and everything was fine. Come end of January and Feb 2020, debit order did not collect. We called to find out if all is in order with details and confirmed. debit order collected thr prorata as promised in March, all the time collecting the same amount. Unknowingly to us there march billing was not included in the first collection, and this deemed as arrears by Telkom Billing department. No call to my wife alerting her of this nor to wran her of intention to debit in May. Debit arrangement is 7th of every month they go debit on the 1st. Debit order bounced, we are charged a penalty fee of R202.00 by Telkom. We queried this and a lady from their call center called us back as the chat was just too much for her realised the error by their collections department and apologised for the invonviniece... BOOM another debit order in June with another penalty. Doesnt this sound **********. Should a collections department do just that collect arrears by first trying to find out why this particular amount was not paid when all others are being paid?