This is not okay

Pls be very careful of King Price, we signed up, our debit order was supposed to come off end of December. Due to various tragic circumstances in the family, when ask for my bank details, I must have given a number incorrectly. I received a sms on the 5/01 debit order not taken off, I phoned immediately to find out why, / followed up daily asking why debit order not taken off. And to make matters worse, we had an accident the same week, insurance have now just flat out denied claim. I had just been retrenchment, my grandson diagnosed with leukemia, we did our due diligence in continually f/up. How is this acceptable, its almost as if they hung on about taking off debit order so the could deny the claim