Debit order

I am furious by the fact that the relationship with Woolies has been the best for the past 3 years and only last year going on 4years now they fail to collect the debit order and now that has affected my credit record, there is always money in my account but they dont collect. I need a recall on that and a correction that I can send to the bureau. Their lack of competency is affecting me badly.Mind you this is just only for insurance not cellphone contract.