Why attempt to debit my account

Please advise why are you still attempting to debit my account when I have advised that I am on unpaid maternity, and even submitted documents, was told to await feedback from insurance, now My account is on a negative balance, I clearly told yall in time that I am on unpaid leave and willing to make arrangements, one of your agents advised me of the insurance and submitted all required docs but yall still attempt to debit what is wrong with yall