Motorite discrepancy causes client policy to be cancelled

In January 2020 i took a service plan with motorite (in advance) whilst my car was/is still under Audi motor plan (Motorite Policy Number ***). However, i requested many times that the debit order be reset to the 26th of every Month when i get paid and Motorite acknowledged receipt that such changes would be made (proof available). However this did not happen. I called and also sent emails asking why this was not changed after two debit orders went off on the 3rd and 5th of each month. To my surprise i got an sms that i must call Motorite only to be told that my policy has been cancelled. This was not my mistake but someone at Motorite did not do their job correctly. So why am i being punished? I don't have access to make changes on Motorite system so why cancel my policy?