substandard service for prestige account holder

i have been charged unreasonable fees because my account was debited on wrong date. bank refuses to reverse the charges. i am upset that a bank that calls me prestige customer would take money from me like this without applying their minds. i dont even feel the service i get as i dont get help from prestige contact centre, let alone so called prestige bankers. my queries are always handled at branch level by ordinary consultants.