Unfaithful company

OnAir has been good for me but on the 21st January 2021 I received a message that says the debit order failed then I was given an amount to pay and reference so I paid same day as to avoid further arrears. The following day I received the same message with different reference, apologizing for INCORRECT reference sent the previous day. On my bank statement there nothing that says debit order wasn't processed or reversed. I've sending emails and calling but no response. They also make promises to get back to me soon but not. Query reference received is ***