Late payment fees and refusal to be put through to a manager

The reason that I requested to speak to a manager is because I am disputing late fees that were charged on my account. In January Finchoice did not debit my account. Instead, I received a call stating that my account is in arrears. To say I was shocked by this is an understatement. I proceeded to make an EFT payment and sent the proof of payment on the 25th which is my due date. I should not have been charged these late payment fees as it was not my fault that finchoice did not debit my account even though they had my banking details and have debited prior to the 25th. The agent Liyema proceeded to tell me that I had insufficient funds and that is why I am charged late fees. This is not true Finchoice did not debit my account and admitted that on one of the calls they made to me when trying to get be to bring my account up to date.