Bad service

I received an sms stating that no payment was received for my mortgage protection plan but I had sufficient funds in my account. I contacted the call centre and I was promised a callback within 24 hours but I did not get a call. I was then told that my mortgage protection plan will lapse if the 2nd payment is missed. This is definitely an error on the banks side and now this becomes my problem. If this is not rectified with 48hours I am switching my debit orders and closing this account.