pathetic service

I have given my new banking details to clientele they refused for the debit order to go off on my new banking details the previous bank acc was closed know I have to pay the bank charger cause they did not want it to be debit on my new bank acc, I have cancelled my policy cause the service that I had that day and today is pathetic really, I want my money to be refunded to me and they are refusing to pay it back to me it is not my fault it has not gone off my new bank acc, who is going to be responsible for the bank charger that did not go threw on my old acc??? I WANT MY MONEY REFUNDED BACK TO ME. I have asked Nadeen Bergman to phone me back within 24 hours on the 08.06.2015 still no phone call. all what they can say is \We are currently experiencing high volumes of e-mails on a daily basis