Poor communication and failure to rectify issues addressed I7

After months of complaining about my husband's debit order not going off on my bank account the online consultant phoned and emailed saying the issue has been resolved. The day after my husband receives a message saying the debt order was removed due to it reversing to many times. It had yet to even go off on my account which has been our constant complaint. Checking my bank statement it did not go off. The day after my husband received the message stating its been cancelled I emailed the online consultant to tell him this happened and yet it was not rectified. That means this month we going to have the same issue again. It's pathetic.