Unacceptable service

I have an account with Home choice and the agreement were for the debit order for the 20th of each month and not they tell me that my account is in arrears for the month of July and August, when I did my last order, the agreement was that the next instalment will be in August 2023, please note that the payment is via debit order not me paying it manually. I have explained to all the consultant that I have spoken to but they don't seems to understand and they are telling me the account is in arrears, they don't want to find out why the debit order where not collected. The need to sort out this arrears on my account I am not going to pay 3 instalment. The don't have a reference for the call I spoke to Siyabonga Sigcu around 9:30am