Debit order crisis

Second round with Cell c I am having an uphill battle with Cellc for the second time now. I don’t have a debt order on my account as I had asked them to remove it, I have made eft payments on the 25th of the past two months but have been charged a penalty fee for a debt order bouncing, why am I still being charged if I don’t have a debt order, I called two different people from customer care and both have different answers and I don’t know what to do