Bad service

I had a debit order since I opened my account about a year ago. At the end of January 2019 the debit order was not presented to the bank. I have tried for two days, and 14 calls, to get through to their accounts department where the phone was only ringing or the call was cut off after a few rings. I even logged onto their webpage and sent them messages with no luck. I eventually got through to somebody after the phone was ringing for nearly two minutes, only to be told that she cannot see my debit order details on their system. I was told that Teljoy's collection department would contact me to resolve this. When will this happen? After they list me on ITC for something that Teljoy messed up?