Very bad customer service and account management

They"re refusing to remove arrears payment from my ITC due to them not putting through debit order on my account as per arrangement upon opening my account.

Upon opening my account I was under the impression that a debit order will go through my account on the 25th of July 2017. On 31st of July 2017 I called to follow up on why a debit order did not go through. They then arranged a debit order to go through on 3rd of August 2017.

On 9th of September 2017 they called for the first time (and I didn't"t realise this time that the debit order again wasn"t put through my account ...) I immediately paid double my amount due.

Now they are refusing to remove the areas payment reflecting on my ITC due to negligence on their side. The consultants are rude and refuse to admit that it is their fault.