Not treating customers fairly

Treat Customers Fairly(TCF) was not practiced.

I was chatting to Khanyisa this morning to make suitable arrangements for the December debit order. To which we responded that there is nothing they can do the company will just keep tracking and I must just make sure there is sufficient funds.

I did not expect this response to say the least because how is it just assumed my paydate is moved to the 12th? This is causing debit order fees. How is this fair?

Can this be escalated?