Debit order went wrong - vodacom to blame but customer was falsely blamed.

Would rate this a 0 if I could. I wanted to do a sim swap for my husband today and I was told that I can not because he is in arrears he must pay first. The contract is on a debit order and I know there is more than enough money in the bank account, with repeated phone calls and a visit to ths bank I was told by vodacom that the signed debit order expired. We never received any email nor sms that we need to renew the debit order contract with vodacom and then we must do a manual payment. Who's fault is this, there is enough money in the account all is good from our side... I feel this is absolutely very bad from Vodacom's side. And made us look bad in other people's eyes. This must be rectified asap.