Vw financial services

I purchased a car on Finance in 2018 with not a payment missed,in 2020 during covid i app**** for a payment relief for 3 months and the payment will automatically go off after the 3rd month of payment relief,the payment didnot go off,i called Vw finacial services to find out why the payment didnt go off according to them the account wasnt reinstated on there side which is their fault i managed to get them to reinstate the debit order.Now i have been numerous calls saying im in a month areas which they didnot re instate the debit order on their side.I asked the people that call me how is it my fault if it was your mistake all they say is sorry mam we cannot answer you apologies.Now they listed me for a month payment which is not my fault i want this to be solved as i cannot go out of mt budget.I need this sorted asap