Blames me for uncollected debit order

I have a debit order set since 2016 (my account longer), however my December 2025 payment was not collected as usual. I realised this when I started receiving calls in Jan which I suspected to be ****s at first as I make sure I always have sufficient funds to pay my account. I was told my instalment had changed and I had to authorise a debit mandate for the payment, when I spoke to Neo, a consultant, he confirmed that according to their records no debit mandate was sent despite noting that the debit didn’t go through because I did not authorise the debit mandate. I must add that never have I ever received a debit mandate before as my instalment fluctuates. This is news.

This failure by Truworths to collect payment as agreed has two serious financial implications for me, having to pay a double instalment in Jan 26 and a recorded missed payment towards my credit report/score. I refuse to accept this missed payment onto my records as it is not my fault. God forbid if there is interest incurred for the missed payment.