Unfair treatment by Netstar

I would like to put it out there the unfortunate service I received from Netstar, last week I called them to make arrangements for a double debit for last month and this month and they accepted my arrangement and I thought all was fine until the early hours of the morning when I saw that they had tried to debit my account but because there were no funds it ws not paid but however I was charged R110 for unpaid debit order by the bank and I then contacted them to enquire on this matter but they told me there was nothing they could do because when the debit order bounce they send it back on the 15th but then there was an arrangement the consultant said the person that I made the arrangement with was supposed to have made sure he cancels the debit order for the 15th and therefore it not her fault and there was nothing they could do I asked her who should pay for the bank charges she didn't respond I was so upset I told her to leave since I can see I was getting no joy from her that person was misrepresenting Netstar or I could be wrong maybe that how they treat their customers.