Bad business practices

So vodacom went to deduct points on my credit score down by 32 points for non payment, yet I had money in my account the whole time but they did not debit, when I spoke to one of the agents he advised that there is no account number captured on the system so is this my fault or what? Get back to me this is the second review I'm living but because you run a ****ty business you never get back to me