Accounts department refusing to help

My account is paid via debit order every month , I get a Sm's to say my account is in arrears.<br> So I am concerned as I know my account is debited every month and my account is paid on time. I then contact the call centre explain everything and the lady says she is not sure I need to speak to the debit order department I then ask her do I now have to explain everything again she says no I will replay the information and the accounts department will help you.A very abrupt lady then comes on the line and refuses to help me I asked for her name and surname ,she only gives me her name and refuse to give me her surname. Immediately after another lady calls me , I ask who informed her to contact me she say the system so i ask do you get a system update and you call me she says No Its the system calling you , so I ask her are you a person or a computer and she cuts the call on me . How can people like that be handling customer accounts???