Pathetic service

A debit order on 7 Jan 2019 did not go through. ADT did not submit the Jan 2019 debit within Jan 2019 and until now, being 15 April 2019. Today I receive an sms stating that I owe ADT the Jan instalment and to contact Prashni Gopee ( ********** 542- ********** I phoned ADT and spoke to the lady who informs me that my account will be suspended if the payment is not made. ADT still debited my account in Feb, March and April so I fail to understand that they had not re-submitted the debit for Jan 2019. What type of incompetence is this yet I am a loyal customer?