Nedbank personal loan

I received an sms that my account is due and I have to call a number urgently to prevent any further action and costs. So I called. My account is up to date, but someone moved my debit order date to another date other than the date I specified in the contract. So I called them on my costs. I told this to the operator and he told me I could have gone to a branch. So today is Tuesday and I work. I was not told to go to a branch on the sms in the first place and second, I am working during the day so I had to wait till Saturday to get to a branch on my costs. Nedbank refuses to pay the costs I have to pay to get their admin sorted, but I have to pay their costs if my account is not up to date??? How is this fair??? I will never take up a loan from nedbank again.