Poor service delivery and lack of correspondenc

An agreement was made that monthly fees will be debited from my account however they did not do that,they then suspended my account and I had to pay extra money.When I called I was told that something must have went wrong that they were unable to access my account.When I asked why wasn't I called so that I could make other arrangements,the lady said it was finance department and they did not inform them of the problem.Just not happy at all.Disappointed.