I called Cartrack on the 10th of December to change the debit order of the 15th December as per their SMS instructions as I will only get funds on 19th

I called Cartrack on the 10th of December to change the debit order of the 15th December as per their SMS instructions as I will only get funds on 19th. I spoke to an agent by the name of Phela Soko who promised to log a call for me to change the debit order as the reference number would be my username which KOMA01216 as I explained that I won't pay any penalty if the debit order goes off because I called them as per their instructions but still Cartrack went to go debit on the 15th while I called them before the 11th as per their SMS instructions but still got debit. I want Cartrack to waive the penalties fees that will be charged on my account and debit on the correct arranged date.