Debit orders done on whatever date suits them

Where do I even start with my list of complaints. Firstly, i was retrenched, one of their staff members sent my documents to an incorrect email address and i was liable for that payment as the claim then went over to the next month. Next was when they called to offer me payment relief during covid as i was still unemployed but according to their system, this never happened yet i was a reference number. I have been asking for statements since last year to see how far in arrears i am since that payment relief is apparently non existent. Lastly, i have made it clear that my debit order date is on the 20th of every month, regardless on what day it is. Theu continue debiting me on the 19th and i have to sit with these bank charges. Last month they debited on the 2nd and the 19th. I don't know if my English is improper but it just doesn't look like anybody understands me. Maybe this will motivate some service.