Debit Orders

I am highly disappointed by how my queries have been handled. I have submitted multiple requests to ask them to ensure their communication is directed to the details they have registered on their system as my contact details. i am not getting that communication to date

This has resulted in a bounced debit order because i was debited early, i am not a new client and the company has always debited me on the 25th of December to my continuous surprise

When i spoke to the consultants they said the communication was sent and i checked while on the call telling them that i did not get their communication i think i even asked them to confirm the notification date which they could not give. It poses a challenge for me if i am financially liable for charges that were not communicated to the requested and acknowledged system .

i also made an manual payment on the 25th March but i must pay for a n additional fee for a bounced debit order but on the statement the payment is acknowledged by the company on the 27th of March.

Kindly assist.