auto debit not taken from account and now i am in delinquency?

Hi! First time posting here, and a little frustrated, so sorry if this is a little clunky.

I'm enrolled in auto debit with Sallie Mae. I had an issue in December with the payment not being pulled from my account, so I had to pay it manually. My student loan auto debit date was changed in February. I already had an issue with my loans not being re-enrolled in my graduate repayment plan, so I had to call to have it reinstated. I checked again in early February to see that I was reinstated in the plan and that my auto-debit was set up, so I thought all was fine.

As a side note, I realized I picked the wrong date for auto debit (not totally relevant), but I called about a week ago to change the date again. Customer service told me I couldn't change my auto debit date because I had already selected one within the last six months. Annoying, but understandable. The point being, I again assumed I was enrolled in auto debit from this conversation.

Today, I noticed my payment was not taken from my account. I checked my portal to see that I am now in delinquency. I paid my monthly amount (my bank is connected), but not the delinquency fees.

It's the weekend, so I plan to call on Monday first thing to see what can be done, as the online chatbot still says I am enrolled in autopay, so I don't understand what happened…

Has anyone else run into similar issues with autopay for Sallie Mae? Have they gotten their 'delinquent' status appealed?

I'm very frustrated. I make all my payments on time and have a good credit score. I know my bank didn't block the charge as I've paid it before, and all my other loan payments came out fine (through SoFi and Nelnet).

Help? Thoughts?

I also don't want to be booted from my graduate repayment plan for this…