Dishonest call centre workers

I made an arrangement to pay off my Direct Axis account with a lady named Pride (did not get her surname) starting from the 25th February 2016. The debit order went off my account on the 25th January and when I phoned to query it I was told there is nothing MBD can do about it as it was an \honest"mistake and that I should just accept that the money is gone. When I asked for them to check the recording of the arrangement"