Phone suspended

1. For the past 3 weeks, my line has been suspended. I called the Call Centre 4 times and spoke to 4 different consultants. The first 3 could pick up my payment made on the 3rd April. The last consultant couldn't and requested I send my proof of payment, which I did. Still no phone. 2. The last 3 consultants all confirmed to me that my upgrade is due 29 April. I did an application online yesterday and recieced an sms last night that I am not due for an upgrade. 3. 1 consultant confirmed that my debit order has been changed to my new bank and it would go off on the last day. It still has not gone off so whay now?? Is this my fault???