game store threat of negative credit profile

i have a game store account which has been debited for more than 3 years now. they sent me a message on 23/04/2020 saying they're sorry for the late response but my debit date has been changed to the 24th monthly as requested, fine. they have not debited an agent called me on 06/05/2020 saying the debit will go through by the 08/05/2020 because errors experienced due to the covid19. nothing happened, they sent me messages to say i must now deposit the money in their bank account or my credit profile will be affected by this. why am i made to be affected by their errors even though i sent them countless emails to debit? they've been debiting for 3 years without fail, why am i now being made as if i don't want to settle my debts? why did their agent call me letting me know of their problems and promising to debit and now putting the blame on me?