innovation group bad service

Worst service ever. I missed a debit order in June 2021 and was never informed. This was a very traumatic time for me as my husband passed away in that time. Long story short- I never missed a payment before or after that. Itried to claim and was informed my account was on hold as I missed that payment via debit order. I was informed they have sent me a sms to inform me of the missed payment, but they have sent it to ******3934 instead of ***xx5954. When the agent at the call centre realised they made the mistake her answer was "sorry". I asked why they didnt do a double deduction the following month- I was told trhey do not do it that way- when I asked if I can do a manual payment answer was they do not do it that way- When I asked which way they do it- she said they will make a note to run a debit order in 5 days time- so in the mean time I have to pay for the parts etc. What a disgrace. So unhelpful.