Platinum Life, did not send the debit but say I rejected the request

Platinum Life, did not send the debit but say I rejected the request. I have called my bank no such request was made, mind you I called on the 19th December to make sure debit is ran early and made sure there is asked. I was assured that debits will run the following Monday 21st. No debit was done, I am simply sent an sms saying I am in "arrears " not satisfied at all!