Cannnot understand instructions

Hi, I am utterly disappointed with the lack of understanding from the agents. I have records of payment arrangements done via whatsapp, email and telephonically confirming my debit order date for December 2025. All responses we acknowledged that it was understood . Only to find my account was debited on the 15th. I want to know who is liable for the unpaid debit order fee if someone on the receiving end can't follow processes and instructions . It's not the 1st time they lacked understanding a client's instruction .