Cancelled direct debit

I have two accounts with Woolworths and I have set a direct debit for both. One account takes the money every month and the other account wich is a loan the direct debit keeps on getting called on it this is not the first time then I have to call them up and use my airtime to be on hold for an hour and speak to their rude consultants if I didn’t call them today I wouldn’t have known that my acc was transferred to a debt collection company I called and asked why was my direct debit cancelled and they couldn’t answer kept on telling me tk call the debt agency and I’m not gna do that Woolworths was supposed to be in communication with me about this account from the start and I have set a direct debit it’s their fault why it got cancelled . And it’s. It the first time and I want compensation for this inconvenience