Debit order didn't run as per arrangement

I have arranged for a debit order payment with account and it has been running smoothly for the past 5 to 6 months. This month my debit order didn't run, I tried to contact them via whatsapp and I was told I have failed my verification process. Only wanted to know why my bank account was not debited as per arrangement, I feel like they are just stringing me along to give me a bad credit record and add interest to my account. As soon as I'm done paying this account, I'll gladly close it. Totally disappointed