Do not use online service or phone customer service

I logged a request to change my payment date from the 1ste to the 25th of Feb on the 27th of January 2018 as per your online instructions, 5 days before the time. I Then received two message from you to confirm status “Worked” on Monday the 29th of January. Still you took money on the 2nd of February from my account and when I phoned in the lady on the other side said that she cannot explain what went wrong but that she cannot unfortunately help me. Now it shows I missed a payment and they want to charge me extra. This is not my mistake as I have proof of sms received and customer service confirmed that they did not know what went wrong but that they cannot assist me. Terrible service.