Systems Out of Order...charging ME for it???

I've been trying to do an internal transfer between 2 business accounts since yesterday and was told that online banking was aware of the problem...they suggested that i process this through telephone banking...telephone banking says they're not aware of any problems like that and will charge me R35 per transaction...how is this my problem or my fault??? if the IT can't sort our the error on the web, i don't see why i must pay for it??????