Disconnected without warning

I hate writing long stories so I'll just get to the gist of it. 1. you Debited me in December. 2, You didn't debit me in January and out of fear I made a manual payment. Now I'm told my account is in arrears. Didn't get any notifications no warnings and no time to ensure that i provide any sort of proof that my accounts is in arrears. Now who's at fault here? Me? Please reconnect my line and debit all outstanding amounts like you normally would. I shouldn't be chasing you around. If you had done things correctly I wouldn't be suffering now. Please fix this ASAP. Oh did I mention the part where your call centre agent hung up on me after keeping me on a call for an hour? Really great service for someone who's been with you for 4 years this year.