No debit order reinstated by menlyn branch

I changed my bank account to another provider and Telkom refused to accept the debit order and stated that I must pay for 3 months, which I did, with the difficulty of the site. The 3 Rd month I paid the extra connection which was charged even though I paid on the 28th of November, I went in to menlyn branch and asked them to please make the debit order for fnb, paid the cash amount. Thinking every was in order. Lo and behold December payment was not taken off fnb, when I went to find out as Digital did not help much and customer service was very poor. When I went to the Grove branch after trying for 30 minutes on the line they have not even reflected the payment of November with proof. December payment the person in menlyn branch did not active the debit order at all. My question is cannot please reflect through the branch incompetence my debit order was not even I situ. Could u please assist me. Anita Swanepoel acc ***. ***. ***.