debit order/penalty fee/poor communication

i have been communicating with Telkom since last November regarding them activating my debit order after paying off my arrears, i called and i emailed the of which i was told it was going to be active but it was never sorted out and i spoke with a few consultants which advised me to make manual payment of which i have been doing so since last till date, now in may they ran my debit order of which i was not notified that my debit is going to be active, no sms no email nothing, and they debited my account on the 5th, there was no money because i get paid on the last day of the month and i make manual payment same day or latest the 1st, and i made that payment for may manually, so now because they debited my account i have to pay for penalty fee of which, 1 i made my payment and 2 i was never informed that my debit order will be activated and now in the past two weeks when i called to query they tell me about the ten day process, i have emails and if they can listen to recording i called countless times to ask for my debit order to be active, also in emails but nothing was done the only thing they did was to bring back my services but not the debit order being activated, so i made my payment before my debit order date, i have to pay for the penalty fee, but i was not told that my account was going to be debited, if they told me i could've left the money in my account so they debit . two weeks back a lady said she will send me a case number regarding this nothing was done and i didn't even receive the case number on my phone or even email.