I have just logged into my online portal and noted 2 letters of warning for arrears. I was of the belief I was up to date as I always check my bank. For this instance- the payment was pending and then I forgot about it. The payment this month did not come off so I went looking into why. 

Religiously payment has been pushed back due to lack of funds even tho there is money in my account and it usually comes off on the computers second attempt. 

It has been this way for well over a year. 

when I logged into today I read these letters saying payment wasn’t made and to get In touch. It also states they gave me options to repay which they didn’t as I didn’t know about it. I have not received a phone call, an email or had any letters through the mail box as I have changed address. I contacted them about change of address and they informed to get in touch once I received a letter with my name and new address on it which I have not yet had and it has been one month or so since the move. 

in the second letter the arrears quoted an amount of £0.00 

I have missed payment after checking but it was Unkown to me, I have payed what is due and what was missed, 

what I want to know is why was these letters created, why didn’t I receive any other contact via telephone or email for something they appear to be taking so seriously. Is the amount quoted a mistake? Where do I stand with such errors, 

please help,