Lewis stores not debiting , messing up my credit profile

I opened an account with Lewis in November 2021, they asked for all my documents needed to open an account, so they seen my pay date from my payslip even when i did the interview with the manager she had my payslip with her and confirmed the date, to a point we discussed a different date for December since 25th is holiday, that was the only time they we agreed to debit early, and ofcoz in the cases of when the 25th falls on weekend. But to my surprise i saw that for the end of January Lewis did not debit, i called the sales lady that assisted me when i opened this account , she told me they been having issues with the debit order system, and she gave me account number to deposit to guess what that account number did not work at all . i sent emails to head office to ask about this , one lady called me and said my debit order failed, i told her she was talking nonsense as there was no debit order done and i told her that the money was still available , then she hang up. I then again send another email on the 4th of February 2022 to ask for feedback, they then send me an email saying that there was insufficient , i pulled out my bank statement i sent it to them on the 04.02.2022 showing them proof that there was no debit order attempted on my account nor t any insufficient funds . Till this date Lewis stores has not debited the money, and not even a feedback after i have sent them proof, this will just damage my credit score which am trying so hard to get it right.