Service failure

I have been a customer with B3 from 2003, they have been running a debit order since then. I have been debited every month without fail until yesterday when I received an sms saying my policy has lapsed not even a phone call to tell me that they are not getting payments from my account .I have been to my bank to pull out statements to check and realized that B3 has received all my payments Firstly it is a mission to get through to their lines to query about anything so I would like an agent to call me to discuss this matter.