Bank Fees

My elderly mother has a Nedbank credit card which I am paying for. When she first received the card, she called Nedbank and requested they change the banking details to my account, she was sent a form to my email address( the same email address that Nedbank has on their system and that they email the monthly statements to) which she had to complete and mail back. We completed the form and the banking details were changed. On the 18th of March 2015 we sent another form (since we had a copy) and requested another change of banking details. There was no response from Nedbank however we assumed it had been done since they had never responded/confirmed the previous time we had requested this. Nedbank has now debitted an incorrect account and, as a result, my bank has charged me for the unpaid debit order. I laid a complaint with Nedbank and a very nice lady called however she advised that they would not be able to pay for my charges, she advised that the account holder was supposed to call before we sent the mail. if someone had called to advise or even sent an email advising on the process none of this would have happened. Nedbank I paid you yesterday so pls PAY MY BANK FEES.