System and process Gap

I took up a contract with them online, they failed on numerous attempts to send a mandate and load debit order details. I kept getting these emails to say 'failed debit' but this was not coming through my bank (in all of this I told their agent that I would pay manually and have since been doing so). No I'm told I'm being charged what called a claw back because of this failed attempts that are not even going through my bank and they threatening to suspend my services on a contract I have been paying(this is a month to month contract till November) and I plan on paying it as per online agreement so I can close it of whith these idiots. i want to be called and this resolved ASAP at this point i really want to go to the CGSO, never experienced such pathetic service!!