Frustrated and disappointed

I’m so furious and disappointed right now. I made a payment arrangement for my retirement annuity and explained my financial situation. I have emails confirming the said agreement over 3 months being March, April and May. The March double debit went off and my bank statement shows that. I call in to confirm and I’m told the payment can’t be located and there was a cancellation on my investment when the online profile doesn’t state same. I’ve never had any issues with discovery and now this. If this matter isn’t resolved I’m taking my investment and life cover elsewhere.