Non exciting Accounts department

I am currently on hold with Game Accounts department (37 Min). I have received a sms that my debit order has not been deducted, this is not the first time this has happened - the problem is not there was no funds it just did not go off. I must now travel to a Game Store to make a payment that is very inconvenient and thus the debit order. All I need is that someone answers the phone to inform me why this has happened and what the solution is for future non deductions. Pleassssse just answer the phone, the waiting period is just as long when you have someone in the store phone to resolve this. The previous time I had not been informed that my debit order did not go off for 5 months (yes I know it is ultimately my responsibility to ensure the debit order has gone of but if you have not had a problem for 4 years why check it) the first time I heard about the non payments was when their collection department phoned. Their was a ********** transaction on my card I reported they blocked my card (many many many months) and also stopped the debit order but did not inform me of this. Please people you are effecting my credit score, I need someone to contact me to have this resolved.