Debit Order Rejection fee when their agent didnt update my bank account

I recently changed my bank account and called Telkom on the 12th of January 2026 at 13:50 and spoke to an agent named Lanele (You should be able to retrieve the call.)

I gave Lanele my new bank account details and was assured that they have been updated.

The debit order did not go off the new account and instead you attempted to debit the old account that is no longer in use obviously this debit order bounced.

I made a manual payment to keep my account up to date.

I called in today (29th January 2026 at 14:52) to enquire and spoke to Kgotso who told me that the account on the system is still my Capitec account meaning Lanele did not update my details.

I once again gave my new account details to Kgotso to update, She kept me on hold for 10 minutes then ended the call.

Can I please not be charged any debit order rejection fees as this failed debit was clearly not my fault, I called in timeously to notify you of my new account details and it was by the negligence of your agent that my debit order was not successful! I spent a further 25 minutes on a call and with a Telkom agent and still no satisfaction!