Debit oder stopped for no reason

You stopped deducting from my account, and I don’t know why. I called recently to make a payment, but my banking app wouldn’t allow me to enter the reference number. When I followed up, I was told I had to go to Shoprite to make the payment.The problem is that I work Monday to Monday, so I simply don’t have the time to go stand in line at Shoprite. This situation is making it very difficult for me to keep up with payments, and I need a more practical solution.