Fees refund

I did a cash advance on my account limit in January 2020. I gave the agent the baking details to transfer into and debit for repayment. They went and paid as instructed but ignored to update the debit account details. As a result, I got charged banking fees for insufficient funds when they debited the wrong account. This happened about 3 times. And the total cost is about R150. They have also charged me communication fees for contacting me via email and telephone regarding my supposed account that was in arrears.

With every call and email, I have told them that they have been instructed to collect the repayments and they can refer to the recording of the day i did the cash advance. It is clear to me that the agent I spoke to or the back office ignored my instructions and now I have penalty fees to pay for their lack of paying attention to details.

Since February/March, it has only been back and forth emails where I have requested for the copy of the recording which I was told it would be made available upon request.

Please help me to escalate the matter to the senior at the company because the agents I am communicating with don't want to accept that someone from their side did not do their job. Now they have sent my acvount for collections.

My account details wuth the store is ***

All I want is for the store to not cover up their agents and own up to their mistake and refund me the banking fees as sent to the already, a refund of their communication fees and scope of the recording.