Debit order details not updated

I updated my debit order details online via Liberty Policyholder Servicing on 5 August and thought it would be processed in time for my next payment. On 2 September I received an SMS saying that Liberty had attempted to take the payment from my old, but still active, account. This led to considerable inconvenience, as well as extra expenses, for me to make sure the debit order would be paid from this account as it didn't have sufficient funds.

I have subsequently tried to bring the matter under Liberty's attention through the same (seemingly ineffectual) online servicing platform and also by email, but have received no response in an entire week.

Sadly, this experience has only served as justification for my decision to move away from Liberty in the coming year. If they can't get the small details right, I won't put myself in a position where I have to rely on them for important stuff. Liberty's service is poor, fees high and there are more competitive options out there.

In the mean time, would someone from Liberty please advise why the debit order was not changed? Should I close the old account and have you send me threatening messages over unpaid premiums first?

I look forward to hearing from you - even a generic corporate-speak response would be an improvement on your current standards!