Poor communication

For the month of December Telkom failed to debit my account due to insufficient amount and I only realized this when I was debited twice this month (which makes sense). When I called in to enquire about my still suspended line I was told to wait for 4 working days as my account was debited by debt collectors. What I don't understand is how is my account handed over to debt collectors without being informed of missed debit orders (which in this case I was not informed). Now I have to make means to get data and airtime for the next coming 4 days whilst my account is blocked.