Enel

I have been trying to set up direct debit payments for my gas and electricity bills with Enel for 18 months. And i hit a brick wall every time I try, or rather I don't get a reply, I am told at the local Enel shop that the DDs are registered on the system, my Banco di Sicilia account is ready for the collections and yet nothing happens. Curiously I did get a refund from the gas paid directly into my account. I am sure I am not the only one to experience these problems - any tips for a solution? Thanks