Debt Order Arrangement

I am in arrears with my payment after making arrangement a couple of years ago, February was the first time I missed payment, they handed my account over to legal collection, on which I explained my husband is unemployed and apologised made a new arrangement for the 24th of March, at no time was I told that the previous debt order my still come off, I borrowed money from my work in order the get food in my house as the loan came through so did the debt order, I went into the bank to enquire on which I was told they can not reverse the payment till it reflects in there account, I asked will it happen again and was assured it wouldn't so I borrowed more money, when it came through again a debt order came off, when I contacted them I was told it would take 3 days to sort out. how can this be called service or right.