Debit order not taken

I requested a double deduction from old mutual for 20 October 2017 because I missed 1 payment.It is now the 2nd November and my debit order did not go through. I even asked fi they can give me banking details to do a transfer and they refused to give me banking details. What more do I need to for Old mutual to debit my instlament. Is old mutual trying to stop me from having cover