Poor service

I have a monthly debit order for two phones - my wife's and mine. At the end of February my wife receives an SMS on her phone to say she has not paid and the phone service will be suspended. When she phones customer care she is told they cannot talk with her as she isn't the client, I am. Then why don't I get the messages? If I have a debit order and there is money in my account how can the account not be paid? How come my phone account is paid yet my wife's is not - both amounts come off one debit order?