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(non)service of Telkom results in poor credit score and possible losing of property

During March 2018 I signed a mobile contract with Telkom. Telkom was supposed to deduct the payments monthly via debit order from my bank account. This NEVER happened. As a result thereof I currently cannot get pre-approval for a home loan and am I running the risk of losing a property that I want to purchase.
*Why is it such a hassle to obtain an urgent paid-up letter from Telkom confirming that I currently owe any amount to Telkom?
*Why is Telkom not deducting my monthly payments via debit order like they are supposed to do?

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