Pathetic on customer service

I opened an account with Makro in Feb, they loaded my bank account details under the wrong client and thus the debit order went off from my account but never credited my Makro account. They phoned me to confirm when I will be able to make payment, when I told them the debit order did go off they didn't even bother to check they just wanted their money, I was advised to sent them my bank statement and did this on the 23rd of April already, that same day call centre confirmed the debit order was credited to another client. Today is the 15th of May already, I make numerous calls to Makro to follow up - always have to hold on for more than 10 minutes, are told to sent the email again and they will get back to me and nothing happens. Today I received my statement for May and I notice I was charged for the calls they made to me \ collection phone calls"for something that was not even my mistake but still no credit back to my account. I want this collection phone calls amount to also be credited back to my account as I will not pay for something I'm not responsible for and what about the 20 calls I had to make to sort out this issue - who will pay for that ? POOR POOR SERVICE !!!!!"""