Bad service

I have requested my Professional Banker yesterday by the name of Shauntane King to reverse debit orders on my account for insurance companies that I no longer have business dealings with but they have debited money into my account. She promised to do the reversal for me but later during the day I sent an email questioning why the request has not been effected but till now there is no response. I had to call a call centre this morning and all the debits were finally reversed but I do not understand why I have a Professional Banker but still she does not do her service to me as requested. This morning I noticed that I have two unpaid debits because there was insufficient balance and I blame this on the Professional Banker who did not do her work as requested.