Bad customer service

Every month it's the same problem. The debit order doesn't go through but they can't explain why. Every month I have to pay the penalty fee because "we missed the debit order date" while there's money in my account. Now when the debit order went through for the first time this year, its not showing on their system which means I don't have internet access. Now they expect me to make another payment for something I don't use.