Enraged customer

Your service is pathetic, I emailed you on the 2nd July to change my banking details sent proof of my new account and bank statement as requested. You NEVER changed the account number and then you debited the wrong account end of July and now in August. Now you want to charge me a penalty because you did not do your jobs. Your agents are not trained properly your processes don't work as its inconvenient for your client who you don't care about. Why do you have call managers if they don't call clients back?