Refusal to Accept my payment arrangement

I received a call from the pre-legal department, i explained to them that i could not make payment due to unforseen circumstances, when explaining that i am currently unable to pay via debit order they advised that they will escalate this case to the legal department, i tried calling back to request the call recording but could not get through. I really want to pay my account but cannot do so via debit order. please tell me how do i do this