No service

Payment for my personal loans went off on 20th and 21st December but it states that it's going off again on the is 27th December. I spoke to a consultant on chat that couldn't assist then transferred me to loans who then transferred me to virtual payments then the chat ended. I was told it was because my payments were in arrears but the debit orders went off every month. Also I don't know which loan is supposed to be in arrears