Fnb mandate query

I'm not happy with the service that I received fnb chat consultants yesterday. I think her name was Palesa. Customer service consultant are supposed to customers and then respond and even if they respond it doesn't mean I have to agree with them. So this Palesa we spoke on online and she decided to call me and explain to me how things work on their side and when I didn't agree with what she was telling me she dropped the phone on my ears which I am not happy with because to my knowledge customer care consultants are supposed to listen to customers. So I send I spoke to the second consultant who also disconnected our chat while we where still talking. I wonder what type of agents does FNB hire that are so impatient on customers.

My problem with fnb is that they allowed a service provider (auto and general ) to debit my account on the date that we didn't agree upon. I'm saying a date that we did not agree upon. There was a mandate done between me, fnb and auto and general that auto and general will debit on the 25th of every month and not on other date. My understanding of a mandate is that I Palesa Ntsoaki Nteso gives permission to auto and general service provide to debit my fnb account on the date that the mandate gives me in this case was the 25th ad not other dates regardless of whether I have money or not on the my fnb account. So I feel that then this mandate doesn't not work if things like this can happen in my fnb account. What is the whole point of making a mandate for a specific date if a service provider can go into my account on any date that they want in my fnb account. What's worse is that fnb charges R105 penalty fee for a bounced debit order. So fnb is a money making scheme for allowing the service providers to debit one's account because they know they will benefit from charging you R105 penelty fee. In this case I have 3 debit orders with this service provider so fnb has changed me R630 for returned debit orders because they went into my account 2 times already for the dates I didn't agree upon. I don't have a problem with paying a penelty fee for a bounced debit order on the date that I accepted mandate on. Right now I'm unemployed and expecting R350 from sassa and if fnb keeps increasing money because of such things then it means I personally won't money to survive on. Please assist me. Thank you.