****mer and untruthful

I actually don't know what I still doing with this service provider. I'm being charged a penalty fee for not paying only to find out I paid on time. I am being told they debited my account and there were no funds where as I arranged to be on a cash service from the 22nd of December 2023. I am being told I made an arrangement for my account to be debited. How?? If I paid cash? Also the only time I called on the 28th of December 2023 was to check if account was indeed on cash service.