Outstanding balance on billing email confirmation

We just received an email from you regarding an outstanding balance £139 .92 which didn't get paid for some reason we told the agent on the phone how do you want it paying we said set up via direct debit he said that's fine but it didn't get paid in the bank but we just rang the number few hours ago and we entered the correct amount in and now checking the app it's now said its been paid in many thanks for email