Debit order not gone thruough

My account was supposed to be debited on the 25th of November and till today no debit has gone through. Every week I call in to enquire when will they debit, the agent even gave me a case number ( ***6) that someone from their accounts department will call me an that was on the 1st of December, am still waiting for that call. And now they say my account will be suspended.<br> <br> This is really unacceptable.