DEBIT ORDER DATE NOT RECTIFIED AS REQUESTED

I called the call centre in December and requested my debit order for my FNB funeral to go off on the 15th December for that month alone. I did not call in January to have it returned to the normal debit order date and it went off on the 15th of January. I called the call centre again to have it rectified and I spoke to Retabile who then explained I had to call back to have it changed to the 23rd of each month as it was before. I then advised her to change it back to the 23rd as it was before. On the 15th of February again the debit order went off, like really, I have a dishonoured debit order with obviously a fee so my FNB cheque account is now in excess because I had no money in my account on the 15th which is an unauthorized date as I repeatedly said to Retabile she must change it back to the 23rd its usual date. I called the call centre again this morning and spoke to a Steve who then says I dropped the call before Retabile could read out the change of dates terms and conditions so because of that Retabile decided she will keep the debit order date to the 15th once again whereas I said she must have it changed. I am utterly discussed with FNB's customer service because I was on a 8 minute call with Retabile so clearly my airtime ran out and after I instructed her to change my date she just ignored my request. I work in an environment where I deliver excellence to my clients and if I was an FNB agent after such an interaction with a client I would have been proactive and called them back to finalize request for changes. FNB does not live to its values , there is no passion and respect for customers. I requested to speak to a manager and Steve said I will get a call from Ricardo and I am still waiting. I feel they are just a money making scheme , I want FNB to rectify my dishounor on my account because it is because of their incompetence lack of care for their customers. Why do I have to pay for a dischonoured debit order fee? Was I suppose to smell that there's terms and conditions to be read after a change of date? I said what I wanted to say to Retabile and I thought I was done. If that wasn't enough for her to complete her job/work then she was suppose to call me. This is disgusting and a bad image to your company