Debit order not deducted

My complaint regarding my payment not being deducted via debit order was referred to your escalations department (after my third complaint on this issue). I got a message to call to contact a \Given"on ***. When I called this number the lady advised that there was a problem with the phone lines. All I want to do is pay my account. Please can I have the banking details and the reference for the payment. I am at this point extremely frustrated and find it ridiculous that I am required to make so many calls to pay my account. I also want proof that once I make the manual payment"