Unfair double debit order being deducted

On the 26.01.2022 i sent clientele an email requesting an explanation why they are no longer wanting to debit my bank account. My bank details have not changed neither have i changed the debit debit date. Instead the following month they will double debit my bank account and suspend my policy until they have received payment. This is extremely unfair as i have been a long time paying client wanting to continue to being a paid client. Instead i get an answer to email that my request needs to be answered by their life bot via whattsapp. 24 hours later i am still waiting for clientele life bot to read my whatssapp message let alone answer it. This is really pathetic service. How can clientele redirect a client query to another media platform and just ignore? Are they doing this to double debit my bank account again February but in the mean time suspend my policy? All i am requesting is someone from clientele to please respond to my email explaining why my policy is no longer being direct debit on the 25th of each month, but instead being double debited the following month without me consenting