Drastically unpleasant with the service

I am very unpleasant on how my query was handled. I called STDC VAF on time to request or adjust debit order day, one of the consultant that I spoke to from the debt review after many emails reaching to them confirmed all is well, and changed, someone will call me to confirm so that I am at ease!!!!! That did not happen, instead on Friday the 6th I received an email that I my go verifiy FICA documents I went on Saturday and systems were apparently offline. Suddenly when I went today to the bank am told it was not fica I was just to submit my details . We called the VAF with the consultant am told am late to change my debit date. Whose fault is it ? Who will be liable for the penalty fees?