Using AI doesnt help your customers

where do i start, i made 2 successful payments and unfortunately defaulted on the 3rd out of 4 payments, due to not having money in my account (my bad) this lead to 1 late payment fee leaving me with a total to pay of R302 instead of R207, when i had money around the 24th of Jan i attempted to pay but Payflex payment options were not working, i contacted support before i was charged another late payment fee, their attempt to debit failed even when i had money in my account and i wanted to pay before i got another late fee charged, around the time i contacted them i was sent automated responses that did not solve my issue, causing further delay in me being able to make payment, leading to another late fee to a total of R397, i requested as per their tc's and c's that the second fee of R95 be waived as due to the payment system failing to allow me to make payment causing me to incur more late, their support agent Zanele Zondo failed to understand this and kept saying it was my fault and they would not reimburse me for the second late payment fee, in my opinion thats just poor customer service, no understanding of my situation, no situational awareness nor discretion, just utter automated robotic bs, never using their services again