Information not provided now I am in arrears??

I sent an email regarding my debit order that has not been processed for my loan account, I was advised that the debit will go off 24.12.21, it never did I sent another email and then this morning I was advise that Capitec does not process debit order for December & January I had to do manual payments - NO ONE ADVISED ME OF THIS??? EVEN AFTER THE FIRST EMAIL I SENT. Now I hear I am in arrears even though they neglected to tell me that manual payments needs to be made, according to the Customer Protection act any changes needs to be bought to the customer's attention??? I will not accept the arrears as I was not informed of the arrangement that the do not process debits December and January.