Disappointed by the quality of Service

I have a RCS loan account of which is paid by debit order. For 2 months now (June & July) RCS have not debit my account for some reason I'm not aware of . Then on the 11th of July I received a call from one of their consultants telling me that I am in arrears , I asked her the reason for that ... she was not able to explain to me, however I agreed for them to debit the total due for July. Then on the 18th July I received an email that says that " Despite our previous requests for payment, your RCS Personal Loan account remains in arrears " of which this statement is not true . I then checked my account and on the 20th I called RCS to find out what the problem is and / or how I can make a payment .. I spoke to a lady by the name of Chelsie , whom when I asked said that it is s my fault that my account was not debited and I'm suppose to sort it out with my bank ...and when I tried asking her how do I sort a problem that I don't even know existed she kept muting the phone.. as according to her I'm suppose to listen to her.. of which I found this very Disrespectful to me as customer trying to raise my concerns on my account . Why then have a debit order agreement but if a problem arises they are not able to explain to the customer of such. Is this the kind of service that RCS provides now? ... I've been using RCS for a very long time and this is the first time I am experiencing this and I'm very Disappointed to say the least.