Poor service

Hello i had three personal loans , they were consolidated into 1 loan , the loans were closed and balance was 0 . On the 23rd the debit orders for the three loans went through . I contacted the department on 23rd and was told cannot see the debit order and to contact the bankers on friday the 24th i contacted the banker on the 24 she cannot assist me . Can some telll me what to do ? We pay for premium banking , ver disappointing