Standard Bank error cost me + pathetic communication

iv had a scheduled payment for years on the 25th along with my salary coming in on the same day. this month(may) i received a message that there is insufficient funds in my account and charged R65...the message said to email a SB email address for assistance. I sent an email and no reply. a few days later i see that charge was reversed yet no one contacted me to explain or reply to me to let me know when would the scheduled payment then go off. this fault has caused another debit for to bounce as the scheduled payment has not gone off yet. I have since found out (with my own research) that i will have to manually make the payment that was scheduled. pathetic communication from SB and no reply to 2 emails sent to the email address that they themselves asked me to respond to! email was sent to ***