Triple Debit Order Mishap

So far I am very happy with Zestlife (though I have never done a claim as of yet), but the last debit order cycle was a disaster (triplicate debit orders) due to a fault in their code, which is understandable to me as a software developer myself. I disputed the debit orders with my bank like any other person would do if they get a notification of this kind. I first called to notify Zestlife, but as always, no operator was available (this was a trend pre-COVID as well), so I even sent an email to them to say that I have reversed the 2 debit orders for my asset cover, leaving the one payment (my Gap cover's reversal was still pending). Here is where my issue starts. Yesterday afternoon I got an email to tell me I have not paid for my asset cover so now I am not covered and then they tell me to phone them. They should be phoning me! I just feel that a mistake like this shouldn't be the responsibility of the client to sort out, but the company should fix its mess. I think it is very unprofessional. I sent a very strongly worded email back, but I am still waiting for a response.