Bad service

Iv had a generally good experience with debt busters so far but today was the worst day ever I noticed that my one of my loans has not been allocated money from the amount I pay every month for 2 months and I phoned them to ask them why they tell me the payment allocation disappeard of there system like how?. I'm suppose to finish my debt in November now because of this set back it will be pushed to April 2026 how is this my problem now I'm very upset and disappointed and they told me of I want it to be done in November I must pay the loan off if not then I must pay till April 2026!.