not doing her job

We have a contract with Autopage and as my husband lost his job I called Autopage to do the debit order that one time on my account. I have phoned Susan numerous times and told her to take the debit order again from the original account witch is my husbands account. Now again this month I went to buy stock so there was not enough money in my account for that debit order but sure as I live they tried to put i trough witch means I now have to pay the banking costs to. I feel that Susan should pay the bank costs as I phoned her not once, not twice but 3 times to rectify this problem. She always sais she will call back but never does