Debit order failed - iWyze does not want to fix

In may my debit order failed, there was money in the account and all my other debit orders did went off. I emailed them asking o fix it, no response. Then I phoned them no sorry we can't help you. It went over the 14 days then they said I am loosing part of my iwyze bonus. Yesterday I send another email about this, person phoned me and said sorry debit order failed we can't help you. Excuse was system doesn't allow him to fix it. I did try rectify the amount in the time period no one wanted to help me. Now I am in a disadvantage because my credit scoring affected and im loosing out on iwyze bonus. Why is there no one capable of sorting this out?