Pathetic admin

My wife have been a client for 8 years an all of a sudden my debit order was canceled in March 2021 before the 15th. I did not even realize that until I was notified via sms. That same day I was put on hold 2 times for more than 10 minutes when I enquiry why this happened. The last person told me that I must email the debit order department and ask because they don't have telephone service. She also informed me Double the amount will be deducted and it is like that. This was supposed to be done on the 16th of April 2021.i inform her our budget does not allow a double payment. Needles to say by the 19th no deduction occurred and I called again. The lady I spoke to was very helpful and said no debit order was registered and she"fixed" the problem. Now 21 March the double amount and an additional payment amount was deducted. This 3 months payment. I am so frustrated.!!!