Unprofessional services

Up until today I haven’t received any feedback from identity with regards to my account I have been querying about my account and how it landed in Account in Arrears cause for so many months no one is telling me the cause of how did my debit order get cancelled and until this is resolved as to the breakdown of how my account went into arrears and the breakdown of the charge aswell. I was promised to get a breakdown of my invoice and the investigation team will get back to me with regards to my debit order being cancelled as it was never my fault that they didn’t debit there money on the agreed upon date.