Terrible customer service

I have a vehicle finance loan with standard bank they usually debit my account on the last day of the month on the 07th of this month I called in the standard bank vehicle loan department and requested the settlement letter and they sent it.to my surprise on the 20th September I got an sms that the vehicle finance devit order did not go through, I ignored the sms because I thought it was an error, again yesterday I got an sms from my bank that the standard bank debit order was unsuccessful.I called then yesterday to find out what is happening and the agen I spoke to said the previous agaent I spike to on the 7th when I requested the settlement letter said I requested that they move my debit oder date to the 20th that got me frustrated because I did not say anything about my debit order date so I requested her to retrieve the call and listen to my conversation with that agent and provide me with feedback, she then said she will escalate my query to the relevant department, this morning a guy by the name od Asa contacted me to apologize for the error I still told him that I am still waiting for the recording and standard bank must also tell me who is going to pay for the bank charges for the unsuccessful debit order he said he will get back to me.till now I am still waiting to hear from him.

I am extremely disappointed with their unprofessional behavior,they do not listen when they clients talk they do as they please.....I am NOT the customer they wanna mess with. They must get me the recording and paid my bank charges for the unsuccessful debit order before I escalate this query.