Terms and conditions failed

I've joined the medical society 2019 September, agreed with the consultant that the debit order will be on the 5th day of every month. They made their 1st deduction. On the 1st of January they told me my medical has lapsed as i failed to make payments, on Thursday the call center called to ask why I'm no longer paying, i asked them according to their records when should the debit order be processed, they said on the 11st of every month. I requested my money back because it's actually a lie when they say call are recorded. The team leader Lawrence promised to listen to the voice records so thet will get back to me.