Despicable service all-round!!

I’ve tried to query a debit failure fee with them so many times but can never seem to get it sorted out. I was incorrectly charged the debit failure fee in September 2019, which was acknowledged by their team. The last time I spoke to someone via their web chat (who was extremely rude and repetitive) regarding this I was told that it was in the policy that EFT payments need to be made before the 15th to prevent a charge. I was not told of this when I signed up and no one has been able to provide me with proof of this via the terms and conditions or the contract I signed with them (which I never received a copy of). I’ve been sent to sales and back to customer services continuously and it seems the left hand has no clue what the right is doing. I’ve even tried to raise billing disputes via their website and app. 2 have been closed with no feedback and now when I try to do it it tells me that theirs an error their team is working on fixing. This ‘error’ has been going on for the last 3 days, as well as before which is why I ended up calling them and initiating the online chat.