Pathetic service

I have been contacting the money app chat to asked them to debit my personal loan I have with them with no success. I have never requested payment holiday during COVID 19 but they went and implemented it without my consent. I sent two emails on the 9th May and again on the 2nd June still nothing. No one has called and the debit order still hasn't gone off. What else do I need to do. Why stop debiting when I did not request it.