Accounts messed up account

I received a call from Leeann at Homechoice. I cannot believe she blames me as customer. I know my responsibility, i have to ensure my accounts are up to date. In this instant i have chosen a debit order to ensure that my accounts are uptodate. I was sent an sms that my banking details are incorrect while she tells me a different story that my debit order rejected due to limit prolems.

My understaning as a person who works in finance is that Homechoice was supposed to send me a debit order instruction to approve on my Nedbank app since my installment has increased. They have failed to do that now i must suffer consequences. I have been a good customer to them and never missed payment for almost 3 years since i started working on my credit report. Homechoice does not want to admit that they fa**** to debit my account and i only learned about this later when they called me. I told their consultant that its fine then I arranged to make a manual [payment today. I want the missed payment on my profile to be removed as they failed to deduct. They cannot tell me its my responsibility to keep the account up to date while i have made debit order arrangements and they failed to deduct.

I am extremely unhappy how Leann handled this issue and carelessly saying im not responsibke for my account.