Telkom querry

My wife took out telkom fiber in june 2024 and we had the trial for a month and started to pay by debit order from july to september but yesterday the debit order dudnt go of and today telkom said that my wife never had an account with them but we had fiber for 4 monnths but there is no account or a trace of an account,my wifes name is Ronell and her cellno is *** please check whats going on here thank you