HIGHLY IRATE AND DISAPPOINTED!!!!!!

My sister upgraded her cell which made her debit order increase which in return didn’t allow the debit order to go off when she received the message to make a payment the reference number to use was that of her estranged husbands account in which she paid into causing her phone to be cut she has been in multiple times to have this sorted called multiple ppl as well as sent multiple mails and this is STILL continuing!!!!!!! This has now been going on for the LAST 3 MONTHS!!!!! They open the line for 2 days and then suspend AGAIN!!!!! The payment has been made it just needs to be REALLOCATED to her account and removed from her estranged husbands account!!!!!! Would appreciate someone from accounts to sort this OUT URGENTLY as this line is required in order to WORK!!!!!!