telkom creating bad credit profile for me

i have switched banks end of january, and informed telkom mobile about the changes made so that they will debit from the new account.however, they havent debited from february, and i have phoned several times about this as it looks bad on my credit record, my accout is in arrears for two months and i still cant get help from the consultants..they have been telling me that they dont know why this is happening because they have the new banking details captured on their system..my name is being dragged into mud and this will have a negative effect on my profile.i have phoned today and they said they will give me necessary details so that i can make a once off manual payment, its been more than 2hours now and im still waiting for the banking details..i opted for the debit order to avoid me going to the bank personally..i am very unhappy about the service ive been getting with telkom.