Some lady from Card division called me, unfortunately I didn't catch her name

Some lady from Card division called me, unfortunately I didn't catch her name. I have made payment arrangement and that my DEBIT DATE changed from the 25th to the last day of the month. She obviously ignored my request nor make a notification on the system because I got a lot of calls even after that. Her attitude during the call warned me because she kept on insisting that BUT THE DEBIT WAS SUCCESSFUL ON THE 26TH PREVIOUSLY. MY QUESTION IS WHO IS GOUNG TO PAY THE CHARGES IF THE DEBIT IS RETURNED? I WANT THE CALL RECORDING OF THAT DAY AND SHE MUST EXPLAIN WHY SHE DIDN'T ACTION MY REQUEST OR RATHER FORWARD MY REQUEST TO SOMEONE WILLING TO ASSIST. WHAT WAS THE POINT OF HER CALL? SOME PEOPLE DO AS IT PLEASES THEM JUST BECAUSE WE ARE ON CALL.