Account suspended for billing incorrectly

I have requested vodacom to downgrade me as I could no longer afford the amount as it was subsidized from my previous job. A quotation was sent through via email and I asked banking details for payment, he responded that it will be paid via debit order. <br> My account has been soft locked because of the debit order that didn't happen, when I call them they telling me to pay and debit order can only pay in four working days. The call centre Agent Brian Makofane said my bank didn't authorize it, I should talk to my bank. My bank says my statement reflects no debit order that went to vodacom and no debit order bounced from vodacom. Timothy peters said I had a good payment history, and he will be able to open but didn't quarantee me it will be open till 11/03/2015, all he said is that he is sorry and he apologises on behalf of vodacom, as he failed to explain to me why the DO didn't go through. <br> <br> I really hope you can help me understand why the DO didn't go through. <br> <br> Thanks