Bad service

I changed my banking details on the 25th of January 2023 and everyday when I look my old banking details pop up. So yesterday I changed it again and then it showed on my profile. My debit order did not went off although the money was in my account since yesterday and it is still there. I send emails and I called customer care but they did not pick up or did not reply on my emails. This mornings my wifi was off and is still off....but my question is the money is in my account and they have my banking details why don't they deduct it. They send me a message on my profile that I must pay it from my banking app I told them I don't have the app on my phne ....but still no reply and no WiFi.