Consultant Causes Inconvenience for me

On the 31st of March, I chatted to a consultant on the Secure chat feature of my app. I requested that my Home loan debit go off at the end of this month (30/04/2022) instead of the 25th of this month. The consultant Mimi, confirmed. Today, the debit goes off. I am told my account is overdrawn, I must rectify. When I had asked and even asked for confirmation that the change went through. I have the screenshots of the said communications. After a long call, a lady called Lerato from the home loan division, confirmed that indeed they did not get the communication to update the debit date. She at least logged the complaint for me but was ultimately unable to do the reversal. I had to call the reversal department, which was done. The loan is now noted as unpaid. However this has a negative outlook on my profile. This is unacceptable service from a Premier bank.