I do not know much about mobile phones so last year my son took me to our local branch...

I do not know much about mobile phones so last year my son took me to our local branch . I wanted a sim only deal but wanted to keep my number. They were having a lot of issues with the computers but after a long wait managed to process my request. I then signed a direct debit order to be paid from my bank. I was told it would be a short wait before everything was up and running. My son checked it the following day and as his visit was a short one decided to phone you. He was passed from person to person until he was told that we needed to go back to the shop as that was the only way they could authorise the contract. We saw someone else and she did what had to be done whatever that was. So at last I had a working mobile phone. I did not realise that it would be a good thing to register and have an account . I was satisfied that all was now well. Imagine my horror when I did register a couple of days ago and found that there was a note on my record that I owed a years money to you. I checked immediately with the bank and found that no direct debit had been presented to them. While I have been lax about checking my bank statements I really thought that you were taking money from my bank. I now want to move to another provider and requested a PAC number which was sent*to my phone and I forwarded this to the provider . Can you confirm that this has been done? The whole exercise has been a nightmare so I would welcome your comments on this fiasco*My phone number is *********** and my name is Mrs Jennifer Shove. Thank you