In-competent

I have been calling the Game call centre and even went as far as going to the game store in Bel-Air because I want my monthly installment debited from my account as I can not go to a game store each and every time I need to pay. Every month am assured the debit has been set up only to get an sms come month end, demanding payment. It's not as if am running away with your money, am giving consent to take what you need come month end. Why is it then such a fuss to set it up and afford me the convenience I need? Someone competent enough, PLEASE HELP!