Penalties charged on acc for a fault done by Absa

Good day, I'm very unhappy with AVAF at this point in time as I feel that I'm treated unfairly. Firstly, I had a vehicle finance through Absa and it was settled (never had a problem). Now I have a vehicle financed again with Absa and this time I'm getting a headache. My first instalment for my golf 7 gti (debit order) was supposed to deduct on the 31st of Jan but it never did, I was told it rejected even though I had more than R20 000 in my account at the time. Then when I mentioned that I had enough cash in the account on the day, I was then told that I opted to pay via cash (In my entire history with Absa, I never had product opted for cash, it's always via debit order). I was told that I have penalties charged on my account because of the rejection, which I want them to reversed because the fault is with Absa. I was given the collections number *** (Martha) who is apparently the only person at Absa who can install an immediate debit order and request for a reversal on the penalties (I was told - she locked my account and she's also the only one who can see my contract) I tried calling her but I just get voice mail. Absa is just ripping me off, for what I ask? ***