A very unhappy client

I recently had a contract with vodacom but every month when they have to debit their money they don't i always have to remind them. And earlier on today I called them one of their consultants called Mathapelo told me it's not vodacom's problem but my banks that their debit order is not going. Mathapelo was so rude she didnt even try to listen to me, I've been with vodacom for over 10years and I'm very disappointed.