Verry bad comunication really bad toword client.

Hi all i would like to say since we started with our wifi from telkom we did not have a problem with a debit order that has to go off., but for the last 3 months that passed there was nou payment taken from us and then my husband got a sms for a balance outstanding of almost R5000 he tride to phone them he was poet thru to different people al the time there is no customer communication at that plase acording to the first person we spoke when i asked that i dont get eany invoices on email or in the post since we started with them his words was did i receive anything i sed no so i wonder why do u poet ur stuff on debit order if the company it self xan not follow up with there client after the first payment that was naot taken acording to them., but u know what the funny thing is there was money in the bank accounts that it was sepose to be taken from. So how do u explain that my husband is verry mad he is going to cancel the account. Because off comunication from the company to the client and i am not the only one that this has happend to. So what are they going to do about this coz we dont have That money to pay just because of lack off comunication to ward a client. If there is Answer phone ***.