Debit order

My debitorder bounce back. I emal early this morning to ask must I pay manual or do they going to take dubble the 15th September. I get a email back with tihs ref FNBREF#*** what state I must phone in. I try from 13H00 untill 13H45 trf my call 4 times and no resolve. I email them back how I struggle and please can someone phone me back or just send email back. The email me again with this ref [External Email] - FNBREF#*** and also no response. They very quick to sold polisies but if you got a querie or claim there is no luck. And I did warn in my last email I going to put it on Hello Peter. But still no resonce