how do you collect money from my account bank account and not allocate it to my telkom account, and come back in 12 days and want to collect the payment you received

my payday has changed from the 25th to the last day of the month. last month on the 25th my debit order was not successful. on the 30th of November, Telkom tracked and it was successful. on the 12 of dec debit order tracked for Nov and Dec payment( bank charges). I called Telkom to advise that they need to update my account since I am up to date. they claimed they did debit and received my payment but it was not allocated from the 30th of Nov until the 12 of Dec, however, they will allocate the payment. on the 13th I received an SMS that my line will be suspended I called Telkom to update my account since I am up to date with payments. today I called still my payment is not allocated from the 30th of Nov to the 14th of Dec. what's so difficult with my payment being allocated?. the agents keep on apologising, I am not sure for what....