Unfair Random Debit Order Fibre suspended

My fibre (home WiFi) was installed on the 2nd of December. I asked about the 1st instalment; I was informed end of December. Yesterday I received an email telling my debit order failed. I used the WhatsApp number to understand or query this. I was informed that 1st debit order is done randomly. I asked who always has money in the bank. She said she will reverse the R50 penalty. Today my line has been suspended. And she never reversed anything. I contacted them at 8 am this morning, because I need data for work and my son school. 4 hours later they are still saying "I must be patient an agent will be with me" Still no one has answered. I am so disappointed. Thobela ***. So unprofessional shame.