Consultant's incompetence costs me money

earlier in the month I went to ask about freezing my account , i was told that i was late for the current month and0 only then I was told that it is R50. I returned with the money I was told by Thando that I must write a letter and she failed to tell me that there is a dead line. today I went with everything required and I'm told it's too late I will be debited for an extended month.