Frustrated person

I have a policy with Old mutual,I have switched my debit order to be in a different bank.Old mutual confirmed via sms that money will be deducted from my new bank on 30 October 2024.The money was not debited.I have emailed Old mutual and there is no response to my emails now.I don't know if it is a difficult thing to do to just debit from my new account. No,this is frustrating!!!!!