Breach of Loan Agreement

Initially very happy with the service provided until this month. Received an email on the 24th August to say that my repayment will collected from my account the 25th August. ( As per usual, as I take a loan every month). Checked my bank account on the 26th and no debit order done by Lime24. Logged into my online account to check and it states: We didn't record the payment of your loan. I checked my loan agreement as well and the debit order date is the 25th. I emailed Support@lime24 - No reply. Then received an email from collections@lime24 that payment was not received ( Duh! YOU never debited my account). Still waiting for an email explanation/apology........