Frustrated - just want to make payment...

My debit order for my car payment has not run for a second month. Last month it took about five phone calls to get this resolved (no call lasting less than 10 minutes and some up to 30 minutes). This is extremely frustrating as all I want is my car payment to be deducted monthly via debit order. I have tried calling, unsuccessfully after the last debit order didn't go off so sent an email to be contacted to resolve it. I have received communication to contact the pre-legal collections department - this does not make sense, I responded requesting somebody contact me urgently to re-instate my debit order. I have still not been contacted.