Debit order not set up

I took out an additional product and upon doing that I provided my account details for a debit order to be set up. This was done at the beginning of December. I got an email informing me that my account has not been paid, after mails going back and forth, I'm told that I needed to complete the process online. No one told me this and now I have to deal with a line that I need for work and my children's studies being suspended as I do not have the required funds for an eft,

This is no fault of mine when I know that I request this service. These are voice recorded lines go in and listen to the conversation and advise where was I informed of completing the debit order request online for it to be activated.