Did not change my banking details as requested

I called Santam on the 22nd of November at 11:45am to change my banking details. They confirmed that my details have been updated and I will be debit ordered with my new updated banking details. On the 30th the debit order went off on my old account. I did not leave money in my old account as they told me I will be debit ordered on my new account. I then paid a penalty fee of R115.

I called Santam on the 1st of December and they told me my bank details was not updated and that my profile was not even accessed on the 22nd of November. So now they say there is no proof that a requested to update my banking details. I requested then to retrieve the phone recording of the call I made on the 22nd of November. They told they will look at it and come back to me. I have not heard anything back yet from them

Obviously, it just seems fair that they reimburse me the R115 penalty fee as there was a mistake made on their side.