I only realised today that my debit order for my policy returned yesterday and phoned in immediately to try and correct it

I only realised today that my debit order for my policy returned yesterday and phoned in immediately to try and correct it. I also apparently missed last months payment which I had no idea about as I didnt recieve any return notification. I tried arranging with the call centre to take the debit order off again as I have put money in the relevant bank account for both installments only to be told sorry there is nothing you guys can do I have to wait until my policy is cancelled????? Where in your life have anyone ever said sorry we cant rerun the debit order and that I have to waot for my policy to be cancelled? I even asked for a account number or something to do the payment and was told there is no such thing. I am speechless at how this works as its the first time ever I heard there is no way to do payment via eft or any other way. Even the app doesnt give any payment options so if there is a problem with my account then so be it?