Unsatisfactory service

I've been sending emails to Direct Axis to debit monthly repayment amounts on a loan I have with them. And this is after I received an email from them notifying me about my account being on debt review (which came through as a shock) because I haven't app**** for debt review. My husband received a random call from a telemarketer on the 8th of August, and he didn't approve or gave any interest to put us on debt review. Subsequent to all the back and forth with Direct Axis, I asked them to proceed with the debit orders as initially agreed, instead now they're ignoring the request and charging me arrear amounts. Direct Axis now expects me to pay via EFT including arrear amount.

I need them to debit the account as communicated several times in emails, and reverse the arrear amount as this is on them, and not my responsibility.