Continued attempt to debit

It doesn't look like this issue will be sorted out anytime soon. Today the 29th of July I received a call from a consultant at Matrix to ask what's the problem since they tried to debit me and the debit order declined. This came as a surprise as I received a call from another consultant on the 24th July asking to ask if I had used a different number to the one they used to call me as they are having difficulties locating any cancellations recording with my number. I gave her my second cellphone number and she said as soon as they find the recording, an adjustments will be made on my account. This is really tiring and I wish it can be sorted soon. It's unfair that now I must be taken back and forth because someone decided not to do their job.