Terrible service

22nd Mayi called to advice my debit doesnt appear to hv gone through on the 20th of May. Was trying to find a way of making manual payment, Consultant advised it went through and no action is required. 31 May they tried to debit n ther was nothing in account. Wen i called today the 2nd im told my account is in arrears n thee are charges incurred. Been with them since 2019 n im so hurt, ive never missed any payment but i now hv to pay double, how? Is there anyway ombudsman will help me? Im not willing to pay charges simply bcoz i called to correct the mistake