Bad service

Hello. On 2nd of October 2024, I requested for my debit order date to be changed from the 15th to the end of month. The agent that was assisting failed to inform me of the pro-rata amount that I need to pay. On the 15th, Datv debited my account but found no funds. On the 16th they disconnected me. I called them on the same day and I was informed that they will listen to the call of the 2nd of October to verify if the agent informed me about the pro-rata amount. An escalation was done on the 16th of October. On the 21st I call them again to find out on the progress of my query and it was not attended to. The agent said that he will escalate it again ans gave me a reference number.

On 23 October 2024, I call to find out the progress and to my surprise no escalation was ever made. The agent listened to all the calls (2, 16 and 21 October) and confirmed that I was never informed of the pro-rata amount. I was told that the company will deal with the agent through their HR but I still have to pay the pro-rata amount which I fail to understand as it was not my fault.