Debit order not taken

We changed the debit order details from my wife's account to my account. The debit order was supposed to run on the 28th. I only noticed on Saturday that the debit order had never run because it was switched off. We called the call centre this morning only to be told by them that they don't know why the debit never run. I do understand that it is the users responsibility to ensure that payment has been mad but knowing that a debit order was supposed to run this was not given any attention as Multichoice was supposed to take their money. We also didn't receive any correspondents from Multichoice telling us that the subscription hasn't been paid so that a payment can still be made 1 or 2 days after it was supposed to happen when there is still funds available. The problem is that there is no funds to pay them as the assumption was made that the debit order had run. I just think that it is professional curtsy to call the client and to explain to them that no payment has been received. As a loyal subscriber for a number of years this is totally unacceptable the least that could have been done is to be notified that the debit had bounced back or whatever the problem may be