Debit order

I called in about 2 weeks to confirm debit order banking details and payment arrangement of 50% of my outstanding balance to be debited and the consultant i spoke to confirm, also confirmed the amount that will be debited. When i called in today(25/06/2022) to confirm i was told a different story, i am now told that i have to MANUALLY pay the minimum balance abd and arrange for debit order. How is this possible? I will not make MANUAL payment as it was confirmed by your call center. Listen to the 2 last calls