Calls are recorder for safety purposes? but ...

I have a set debit order date for the 1st of every month, just to get STD bank to deduct to early anyway. This resulted in me being penalised with R175 and also my name being sent to the credit bureau. <br> I called in and I was advised that since the premium jumped I have to make a manual payment for the next 3 months before the system resets back to debit order on my account.<br> I made a manual payment the next month as instructed. STD tried to debit again resulting in another unpaid premium. I called in again and was told they cant see my manual payment and have to call back the next week.<br> <br> I called back next week just to be told they are sorry but they can't refund me my penalised amounts as they can't trace the call due to the fact that I did not take a ref num that day.<br> <br> I'm very sure that before each call starts it is stated that' ALL CALLS ARE BEING RECORDER FOR SECURITY AND SAFETY PURPOSES' . I asked for that call to be traced but because I cant specify a exact date and time, or provide a ref num I can not be helped. <br> What is the point of a recorded call if you cant search on the num that was called from? I'm tired of asking for help, its becoming a monthly thing!