Bad service

I have been having an issue with Planet fitness for the past few months now due to my account. They called me sometimes last year adding me that my account is in arrears doe to non payment. I asked them how could my account be in arrears when I specifically advised them to debit my account every month to ensure that my account is in good sending. To date they have been failing to debit my account and now they have handed my account over to the debt collectors advising that they have not received any payments from my side. I find it very frustrating that my account is now in arrears which is their fault as I have in may occasions tried to advise them to debit my account. I spoke to a few consultants who have called me on different occasions and in those calls I have specifically advised them to debit my account however to date they have not debited my account and no reason has been provided. I am very frustrated with Planet fitness!!!! Now I have to deal with debt collectors because they failed to debit my account even when I specifically updated my account details with them!!! This is ridiculous!