I have tried to do this but as I have now payed the balance it would not allow me to speak with anybody, stating 'your account is in credit'

I've had this problem for months I set the direct debit up get confirmation it's set up then texts to say account is suspended been going on for nearly a year set the direct debit up as couldn't upgrade my partners phone until I had direct debit set up left it two days successfully upgraded her phone she's just had a text this morning to say her account is suspended with the outstanding amount I have my direct debit for id no problem my daughters was with id but we paid it until the contract ended and she took her own contract out originally my partners was also set up to come out of the same account being a joint account with both our names on but it seems no matter how many times I set it up it disappears yet without the direct debit I couldn't of processed the upgrade, . 

Really need to sort this direct debit problem out as it's infuriating to say the least!