I must pay for a problem which they caused

I recently got a new smartphone. In order to register the cell phone I had to enter my card number. My card number changed about 6 months ago because the chip was giving problems. The branch entered the new card number. My beneficiaries were lost. I logged a call and they restored my beneficiaries from the previous card. About a week went by. When I did a payment the previous payment confirmation was lost. Normally the app remembers it. It was also the case on internet banking. I logged a call again and this time they told me I had to pay to have the payment confirmations restored. The payment confirmations were lost on all my beneficiaries, not just one. I am really shocked. How can they expect me to pay to fix a problem that they caused!